Your customers are everywhere today. That’s not only true geographically, with pretty much every business now embracing online service delivery and customer service, even if they didn’t already. It’s true digitally as well, with a more diverse range of channels in use than ever before to communicate with brands.
Just as businesses have had to embrace new online solutions, consumers too are growing in sophistication when they manage conversations across multiple platforms and devices, flipping effortlessly between different media as they communicate with friends. With this being the new normal, so. it should come as no surprise when they demand the same quality of experience when interacting with brands, too.
Your friends remember what you were Whatsapping about last night when you speak to them on Zoom later, and they also view that within the context of your entire relationship and what you mean to each other. So, when you contact a business, for support or service, shouldn’t you expect the same?
Making every user journey unique
Going beyond personalisation, contextual communication takes account of the nuances of each channel and what the consumer’s underlying intent may be — whether they’re making a warranty claim, praising you on social media, or engaging a ride share service on a native mobile app — enabling support staff to provide a hyper-appropriate response, meeting the customer where they are in their own choice of communications medium and unique user journey. Businesses implementing digital transformation cannot bolt this kind of engagement on as an afterthought, it needs to be intrinsic to their cloud communications strategy — removing the data silos and user friction between the different channels and making sure all communication is documented and archived to enable future cross-referencing.
BICS’ heritage in global network connectivity provides a simplified and accessible route to implementation of contextual communications, incorporating virtual mobile or fixed numbers, voice, messaging and more — via flexible and customisable APIs, which simplify client deployment as much as the UX for their end customer.
Making it look so simple on the surface
As Divya Ghai Wakankar, Head of Innovation and Product Management at BICS explained, “service providers and enterprises looking to offer the next generation of consumer engagement must choose their cloud communications provider carefully.
“It needs to be driven by the use-case, with AI-driven support to bring the context to bear on each communication, and to ensure the front-end is frictionless and entirely relevant to the customer”
She cites the sharing economy as one powerful way that contextual communications is being embraced for digital delivery, for example in ride-hailing apps — which use a complex interplay of geolocation data, masked numbers for identity protection, messaging and voice communication, and payment management to serve up a streamlined service in which the right car picks up the right person at the right place and time for the agreed fee — all brought together in a single app through which the user can summon a car in minutes via a couple of taps.
Divya Ghai Wakankar
Making this network of connectivity and interrelated APIs work smoothly across the multiple jurisdictions and providers that BICS can cover is the specialised background support underpinning the simplified UX that means you can — at least in normal times — step out of the airport and hail a ride, via utterly familiar channels and tools. And for now, it means seamless digital notification for your packages delivery or smooth interaction with the contact centre agent for your complaints and your requests for help.
As Wakankar concludes, “Taking the right approach with contextual communications in order to improve collaboration and offer next generation customer service means getting cloud communications right. And putting a fully integrated and unified communications suite at the heart of digital transformation efforts depends on partnering with the right cloud communications provider. BICS’ expertise in digital delivery makes this straightforward for enterprises of any size.”
from UC Today https://ift.tt/3eUqDkC
0 Comments