According to Walker, a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. This customer-centric focus has resulted in 72% of businesses reporting that their top priority is improving customer satisfaction levels, according to Forrester. To accomplish this goal, companies must determine the most efficient, yet affordable, way to give their customer care processes a boost. The solution is usually to implement the right contact center technologies.
To ensure high levels of customer satisfaction, companies must provide stellar customer service anytime, anywhere, and through any touchpoint. Recognizing that continuously hiring quality agents simply does not add up financially, more companies are turning to contact center technologies in order to scale standout customer support.
Companies That Are Moving The Needle in Customer Experience
We’ve compiled a short list of companies dedicated to helping enterprises improve their customer experience at scale and successfully compete in today’s ever-changing business environment. Each company specializes in a different technology category.
Casengo is a cloud-based customer support software platform that enables companies to provide customer service through social networks, email or live chat. Using both conventional and emerging communication channels, Casengo integrates WhatsApp and Facebook Messenger into the customer service platform. It allows for real-time conversation, regardless of channel type, via a unique Hybrid Messaging Timeline. The Netherlands-based company also offers features such as Workflow management tools and unlimited inboxes.
Customers appreciate: a smooth experience across multiple channels.
Contact Centers appreciate: increased efficiency. “We got our customer support sorted the day we started using Casengo to manage emails and social media posts”
Coveo is a provider of predictive search technologies, with integrated plug-ins for Salesforce.com, Sitecore, Google Apps for Work, Atlassian, JIRA, Office 365, YouTube, Lithium, Jive, Dropbox, and more. Its intelligent knowledge base/self-service platform is powered by artificial intelligence, unified search, rich analytics, and machine learning. The Canadian-based company increases self-service success and case deflection by making search core to the self-service experience. Using machine learning, Coveo recommends content based on what other users have previously found helpful. Content becomes easily accessible to customers through Coveo search engines, enabling them to find what they’re looking for regardless of where the content is located within the organization. This greatly increases customer satisfaction levels as users can easily find the answers to their needs.
Coveo customers appreciate: he ability to resolve issues on their own by easily finding the specific answer they are searching for.
Contact Centers appreciate: unified knowledge management. “We needed something that would enable us to give new agents the opportunity to search and find the fragmented pieces of information they need, which might exist across multiple systems, to answer that customer question the first time. We wanted something simple to use, that would give people a single interface.”
Canadian-based Enchant provides a 3-in-1 embeddable messenger app that enables customers to search the knowledge base, start a chat or send an email. Fully customizable, Enchant includes features such as unlimited help desk inboxes, smart folders that update in real time, multiple knowledge base sites with their own sets of articles, plus multiple messengers in a single account, with each pointing to a different team or configured for a different website.
Customers appreciate: faster, personalized customer support.
Contact Centers appreciate: better collaboration between support teams, making sure nothing falls through the cracks. “Enchant is full of well thought-out features, saving us time and stress. It just doesn’t get better than this.”
Fonolo’s cloud-based call center solutions provide companies with visual dialing and virtual queuing services. Using call-backs or by allowing callers to click on a visual phone menu via the company’s website or mobile application, Fonolo connects them to the relevant agent while slashing time on hold. This system has a huge impact on customer satisfaction, as hold time is traditionally one of the most irritating aspects of contacting a call center. The solution is compatible with all major call center infrastructure vendors (Avaya, Genesys, Cisco, etc.) and cloud-based call center offerings.
Customers appreciate: companies valuing their time by eliminating unnecessary waiting.
Contact Centers appreciate: the ability to offer better CX. “Hold times are unavoidable… but Fonolo allows us to offer a positive customer experience, every time.”
Founded in 2000 and headquartered in Norway, Questback Customer Touchpoint automatically provides enterprises with a comprehensive of process-driven customer feedback at key interaction points across multiple channels. Real-time dashboards identify trends and “hot alerts” for high-impact issues. Questback software is used by more than 5,000 global customers – including Volvo, Ernst & Young, Coca-Cola, Microsoft and Bosch – and the client reviews are impressive.
Customers appreciate: the feeling that their feedback is important and will be acted upon.
Contact Centers appreciate: a holistic view of operational quality and proven KPI improvements. “Business benefits have included increased engagement, authentic feedback and insight, over 40% reduced costs, rich input into strategic projects and, most importantly, cultural change.”
Lithium is a social platform that enables companies to efficiently manage and prioritize social campaigns and responses. With Lithium’s social media management system, companies can support high volumes of customer conversations, with inbound message filtering, routing, tagging and 6-level prioritization. Customers of Lithium’s social CRM systems include brands like Microsoft, HP, Sephora, Virgin and Barclaycard, as well as other leading companies in more than 34 countries. Lithium is a privately held company headquartered in San Francisco, and was named a Leader in The Forrester Wave: Social Media Management Solutions, Q2 2017.
Customers appreciate: frictionless service through peer-to-peer support, self-service and social care.
Contact Centers appreciate: the ability to provide true personalization. “We give customers the opportunity to use the channel that they best prefer, and in the process, we direct volume away from the call center and reduce queues and wait times.
Bold360 is a provider of self-service, virtual customer assistants, and smart bot solutions for customer service. The solution offers touchpoints for web, mobile, and messaging channels, Natural Language Interaction (NLI), Knowledge Management for customers and employees, in-context escalation to live agents, and comprehensive analytics. Founded in 2009 with headquarters in Israel, Bold360 technologies have been implemented by more than 200 enterprises across the globe, and the company was recognized at the 2017 UK National Innovation Awards.
Customers appreciate: personalized and intuitive self-service
Contact Centers appreciate: “Bold360 accurately replies to our customer inquiries, from pre-sale questions about products and policies to queries about order tracking and shipments. Within a couple of months, we reduced our support overheard by 80% while significantly improving our agents’ response time. We have also seen an uplift in almost all of our success metrics along the customer journey.”
Founded in 2015 and based in the US and Moldova, Retently helps businesses understand and interact with their customers using Net Promoter Score® (NPS®), a leading customer satisfaction metric and an alternative to traditional loyalty surveys. The NPS survey asks just one question: “How likely are you to recommend our product or service to a friend or colleague?” Customers answer on a scale from 0 to 10 and are categorized into three segments: Promoters, Passives and Detractors. The score is calculated by subtracting the percentage of Detractors from the percentage of Promoters. Retently’s reporting tool enables organizations to analyze their data and act on the received customer feedback.
Read our ultimate guide to NPS to understand more about this metric, or download our white paper to learn how integrating visual support is a powerful way of improving your NPS score.
Customers appreciate: the fact that their opinions count and companies care enough to contact them.
Contact Centers appreciate: elegant simplicity. “Retently was incredibly simple and intuitive to use, easy to set up. I’ve used other Net Promoter services and, to be honest, they do not quite have the same kind of polish or intuitive navigation.”
Servicefriend provides customer service hybrid bot technology that offers enterprises the scalability of a bot with the intelligence, comprehension, and empathy of a human. Built around an algorithm that analyzes customer intent, the bot and its customized persona provide a consistent front end, ensuring that every communication is defined by the same branded experience. Backed up by cutting-edge AI, the bot can initiate transfer to a human agent at any point.
Customers appreciate: not having their time wasted by chatting with a bot that can’t understand or help them.
Contact Centers appreciate: the sheer flexibility. “Messenger, integrated with Servicefriend’s hybrid bot technology, has helped us deliver wonderful customer experiences, more so than our other customer channels.”
Founded in 2015, TechSee specializes in visual assistance and augmented reality. Using screen-based technology that allows the agent to see the customer’s physical environment via their smartphone, TechSee instantly transforms an audio call into an interactive, visual multimedia session. TechSee’s technology combines computer vision AI with deep machine learning, and applied analytics to deliver a scalable cognitive system that becomes smarter with every customer support interaction.
Customers appreciate: the ability to quickly and easily show the agent their issue, without lengthy verbal explanations, and being clearly shown how to resolve the issue on their own.
Contact Centers appreciate: enhanced issue resolution capabilities. “TechSee empowers our agents to provide a more effective and efficient service and a better customer experience. By offering intuitive, visual support, both contact center performance and customer satisfaction have improved significantly.”
Founded in 2013 by the people behind Applian Technologies, Zingtree is a privately-held US-based company that enables enterprises to ensure their web site visitors receive answers quickly. The software allows users to build interactive decision trees, troubleshooters, phone scripts, process guides, diagnostic systems and more. Customers answer questions in a simple Q&A format, which in many cases leads directly to issue resolution. If a problem can’t be solved, support technicians get a full history of the Zingtree session via email or Zendesk ticket, eliminating lengthy back-and-forth. In addition, product managers can access reports to help design better products and support documents.
The product is defined by its flexibility, making it easy to integrate Zingtree with WordPress, Salesforce, Zendesk, and many other popular programs.
Customers appreciate: on-demand, interactive self-help in a simple question and answer style format.
Contact Centers appreciate: the ability to relieve pressure on contact center agents. “This type of automation gives our agents… extended availability to deal with complex conditions with less stress.”
Contact Center Technologies Companies: The Common Denominator
These innovative companies all address the burning issues in customer service contact centers, providing much-needed solutions to improve customer experience.
From automation and chatbots to visualisation and omni-channel experiences, these contact center technologies empower customer service operations and customer care agents to deliver consistently better service at scale.. Customer satisfaction and loyalty are greatly improved, together with the enterprise’s bottom line.