MythBusters: CX Edition

 

While you may be under the impression that your brand is providing high-quality customer experience (CX), new data from Bain & Company suggests that companies often conflate their perception of how well their CX is performing.

The study found that although 80% of the 362 firms surveyed believed they were delivering a “superior experience” to customers, customers reported that only 8% were doing so.

With CX being as imperative to success as it is, companies are always seeking to master it. However, according to the aforementioned findings, few do.

Here are 3 long-established CX Myths that could be preventing your company from strengthening its brand:

Only Bad Experiences Cause Customers to Leave

While it’s certainly correct that bad experiences with your brand can affect your customer perception of it, customers are often willing to stick around after one or two hiccups. Where issues arise, however, is when mostly-satisfied customers decide to take their business to a competitor that they believe does it better.

So what’s a company to do? The answer is to implement loyalty programs that create an allegiance between you and your customers.

PR Nightmares Will Destroy your Brand

To be clear, we’re not suggesting that you do something drastically negative to draw attention to your brand. However, the major losses that companies face often come after a succession of small-scale errors, not after a bad PR incident.

Think of it this way: Imagine that a company you are loyal to tweeted something insensitive and the post went viral. After the brand apologizes profusely for the incident while deflecting blame, do you truly see yourself giving up on them? The answer is probably no. Their mistake didn’t entirely affect you, so the company ultimately remains in your good books.

However, if you were to experience multiple minor first-hand issues with a company, the chances are that you wouldn’t want to continue on as a customer with them.

Marketing is the Be All, End All

Nobody is denying the power of effectively targeted marketing. However, there’s only so much a marketing team can do to acquire customers, and the responsibility of keeping them doesn’t entirely rest upon their shoulders.

In order for your company to thrive, it must be investing in CX initiatives that are connected to marketing. This is achievable by collecting insights on customer behaviours that allow your company to keep encouraging positive ones.

How Innovative Vision can help

At Innovative Vision, it is our mission to provide clients with contact centre BPO solutions that gel perfectly with their distinct needs. To learn more about our advanced and specialized services, contact us today!

 

 

 

 

How to Provide Effective Personalized Customer Experience

In the world of customer experience (CX), companies are constantly executing new and innovative ways to enhance their brand experiences. Therefore, customer retention and loyalty is dependent upon how effectively a company can provide stellar CX compared to its hungry competitors.

While this may sound clear and apparent, the fact of the matter is that many companies do not take the time to personalize their customers. However, in order to provide personalized and successful CX, companies must view their clients as individuals.

The following are three top methods for adopting a personalized care strategy:

Create Profiles

In order to provide optimal CX, it’s imperative that you create in-depth customer profiles. In developing these profiles, you will gather the information necessary to paint a detailed portrait of who is buying your product or services. A couple key questions to raise during this process are:

  • What demographic am I targeting?
  • What are my customer’s goals?
  • How will my customers seek out my product or services?

Once you determine these answers with the help of your sales and marketing teams, you will be able to create profiles for your core customers and provide CX that is aligned with their needs.

Go Omnichannel

We’re living in an age of convenience. At this point in time, companies must be prepared to provide service across all channels. Regardless of whether your customers prefer to inquire with your business over social media, or via telephone call ­– you must be capable of delivering the service experience they crave.

Tune into Feedback

Listening to and implementing changes based on your customer feedback is crucial to providing personalized CX. If you want your customers to feel valued, it’s vital that they feel heard. A way that companies can achieve this is by developing a system for processing feedback that ensures each customer is heard and that their concerns are processed and directly addressed.

How Innovative Vision Can Help

For over 15 years, Innovative Vision has been a leader in the contact centre BPO industry. We specialize in both voice and digital services and our commitment to creating positive brand experiences has enabled us to provide our clients with information-rich insights that allow them to truly connect with their customers.

Drop us a line today to learn more about our services!

 

 

The Difference between Natural Language Processing and Keyword-Based Chatbots

 

The undeniable influence that chatbots have had on modern business practices has been profound. For large-scale companies, chatbots have revolutionized online customer interactions.

While live customer care agents were once solely responsible for handling inquiries big and small, the implementation of chatbots at a company allow for individuals in these roles to focus on answering complex customer questions, tasking chatbots with handling the basics.

However, not all chatbots are created equal. In fact, there are two primary types that are most widely used:

  1. Keyword-based chatbots
  2. Natural language processing chatbots

So which is better for your company and its distinctive needs? Allow us to delve into the differences between these two leading types of chatbots:

Natural Language Processing Chatbots

These advanced chatbots have the power to contextually understand customer questions in a way that can closely mimic live agent interaction. Natural language processing chatbots sit atop a distinguished pillar that boasts the ability to engage in conversation. From comprehending sentence structure and context, to asking relevant questions when requiring further detail from customers, these chatbots know how to interact and provide immensely helpful results.

Ultimately, these bots are most-frequently used in conjunction with live agents. This is due to the fact that the answers they provide will often be routed to an agent for approval if the bot isn’t 100% confident that it has the correct one.

Keyword-Based Chatbots

For companies that are looking for an option that allows them 100% control over their brands messaging, keyword-based chatbots are ideal, as they never respond in a way that has not been previously programmed into their database.

With this type of bot, companies manually program them to provide certain responses to specific phrases and questions, which can help to lighten the workload of their live agents.

However, the scope of questions of which keyword-based chatbots can respond to is dependent entirely upon how they are programmed. For instance, they will not be able to see past typos if they are not encoded to do so.

How Innovative Vision can help

At Innovative Vision, we work each and every day to ensure our clients are provided with the contact centre BPO solutions that work best for their unique needs. Chatbots are one of the primary tools we utilize to ensure our clients provide excellent brand experiences to theirs. To learn more about our wide array of specialized services, contact us today!

 

 

 

Why your Company should be Embracing AI

In the world of big business, there’s not one high-powered CEO sleeping on the remarkable powers of artificial intelligence (AI). From Netflix to Facebook and beyond, successful corporations have been successfully harnessing the power of AI for quite some time now – to their competitors’ disadvantage.

AI has revolutionized the scope of what companies can do for their clients, but fortunately, the train of AI is still approaching the station. If your company is considering the immense benefits that will be within it’s reach if you adopt AI into your strategy, then you’ve come to the right place. You haven’t missed the ride yet, but you’d better pack your bags and hop on quickly!

At Innovative Vision, we were early adopters of AI. Therefore, we’ve seen the incredible effects it has had on the success of our client’s businesses for quite some time now.

We’ve outlined a few of the top reasons why all companies looking to get ahead of the curb should be embracing AI with open arms:

It Cut Costs

Finding a way to cut costs that doesn’t take away from your business processes that additionally provides you with immense value is the dream scenario. Fortunately, AI makes this possible in a variety of ways.

While the upfront expenditure of implementing AI into your business model does come with costs, the investment becomes immensely cost-effective down the line.

  • Here’s how:

    • AI provides companies with deep insight about their customers, allowing them to attract a larger customer base and actually retain the ones they get.
    • AI can automate highly strategic marketing campaigns using data to conclude which customers will respond best to specific promotions.
    • AI elevates customer care strategies to the highest tier by offering customers with personalized responses while also allowing companies to not always have to rely on live agents for each interaction.

It makes you More Efficient

Do we even need to begin by saying, “time is money” here? Chances are you probably (read: definitely) are aware of that undeniable fact of the business world.

Sometimes, you may even begin to ask yourself, “Can money be time?” In the case of AI, you may be correct.

As previously mentioned, AI is a cost that pays off in the long run. In the contact centre BPO industry, AI has assisted companies in providing efficient and personalized customer care solutions that allow them to rely less on live agents in situations where they are not necessary.

It puts you on a Fast Track to the Future

The world of technology is rapidly evolving. From monumental feats, like Tesla sending a car into space, to smaller, yet incredibly cool ones like Snapchat and Instagram providing users with a wide variety of facial-recognition filters to morph their appearance – it’s no secret that all companies are striving to be at the forefront of making “innovation history”.

AI technologies like smart IVRs and chatbots are taking industries by storm. Companies who are adopting AI are moving ahead of the pack, while those who haven’t discovered it’s benefits are falling behind.

Where does your company stand?

Do you want to be on the fast track to the future with other industry-leading companies using AI? At Innovative Vision, we provide our clients with top of the line customer care experiences using the revolutionary powers of AI.

If you’re looking for effective solutions to your company’s contact centre BPO challenges, connect with us today to learn more about how we can help!

COMPANY CULTURE 102

While cultivating a work environment that inspires your employees is a year-round task, its importance is even more pronounced during the winter months when people can often get caught up in the “winter blues”.

If you’ve noticed a lack of enthusiasm in your office as of late, the weather and its accompanying minimal sunlight could likely be the cause. As a leader, you’re aware that any lack of motivation in your team can be harmful to your company. There are few feelings more inspiring than observing your team thrive – so how can you achieve this when the seasonal elements seem to be working against you?

There are a variety of ways that you can help dismantle the demotivating effects of the cold to foster a sense of excitement and drive in your office. Here are some of the top ways to motivate your team and encourage employee engagement:

Be the Light

One of the most important things that we all as individuals need to feel is that we are supported on a personal level by our community.

Walk the four corners of your office and offer a positive environment. To easily relate to your team – be personable, kind, funny, and empathetic. Be in the know about what your team is going through so that you can be a sounding board when the time is right. One way to do this is by starting every meeting by going around the room and asking what’s new or happening in their lives – you’ll be surprised at the interesting things your team is up to, which will set the tone for a great discussion.

Promote the Power of Teams

A collaborative environment is one of the vital keys to stimulating a collective motivated mindset in your office. Ways to cultivate this involve making your office space an open atmosphere. At Innovative Vision, our philosophy is that you don’t need to head into a boardroom to work through ideas – a team that works together and off of each other is agile enough to respond to changes in business needs. We operate in “pods”, so that there’s always a teammate to assist or discuss an idea. This creates good energy and movement within your space for everyone to thrive.

Approach Mistakes with an Open Mind

As passionate as you are about the success of your business, nobody wants to work for someone who doesn’t listen. The truth is, mistakes happen, and as a leader, it’s your job to take your workers errors in stride and grace them with opportunities to improve for next time – within reason. This starts with listening to the issue and understanding the reasons as to why the errors occurred. By understanding the root of the issues, you can then resolve the problem and allow the team to learn.

Release Control

A mistake that many CEO’s make is feeling that micromanaging is simply a by-product of being dedicated to their business. This couldn’t be further from the truth. In fact, being a micromanager can inspire disdain amongst your employees who may feel that you don’t trust them to do their work at a high caliber.

Instead of constantly checking in with your team members on their progress, try using team based technologies like Slack, Basecamp or Zoho to keep in positive communication. You can then set up a weekly meetings with them to discuss company goals and strategies for seeing them come to fruition. This way, you’ll be confident that everybody is on the same page regarding what is expected of them, and you can pull back and focus on the tasks at your hand.

At the end of the day, our leadership at Innovative Vision is committed to encouraging our team members to reach their career goals and find sustainable satisfaction from the work they do in our office. A happy team is a productive one, and the results that our clients see from the work we do for them are certainly inspired by this fact.

If you’re looking to outsource your contact centre and are excited to learn more about our unique process, contact us today!

 

 

 

Why AI needs to be Regulated, Fast

Twenty years ago, it wasn’t uncommon to hear boisterous jokes about a future that was run by robot overlords. While the general population was once amused by the idea of having a robot house cleaner to do their dusting, the science behind the kind of technology associated with bots is rapidly advancing far beyond what many ever thought possible.

Artificial intelligence, otherwise known as AI, is the simulation of human intelligence processes by machines. In the contact centre BPO industry, AI technology is harnessed to provide companies with a solution for handling their customer care responsibilities through AI capabilities such as chatbots.

With major players such as Facebook, Apple, and Amazon investing in AI, it has been an undeniably hot topic this year.

Most recently, AI was in the major news spotlight when Tesla founder Elon Musk stepped up to the mic (read: keyboard) with his opinion on the matter via twitter.

After viewing a video of a back flipping robot, Musk tweeted out:

This is nothing. In a few years, that bot will move so fast you’ll need a strobe light to see it. Sweet dreams…”

While the tweet has an air of humor to it, Musk has become a major voice in discussions about the future of AI, advocating that down the line, the technology could pose a threat to humanity if it doesn’t become regulated.

This debate has been gaining immense traction, and our team at Innovative Vision certainly holds a strong view on the subject. While the work we do relies heavily on the technology, we argue that regulation can occur without thwarting the immense progress that has been made in the realm of AI. Here’s why:

It has the Potential to Displace Humans

The cutting edge nature of AI has given businesses the power to find cost effective solutions for handling a variety of technology-driven responsibilities through computers alone. While this may appear beneficial in the short term, as AI becomes more prevalent it will become a threat to the job security of humans.

Furthermore, due to the fact that AI has the power to become even smarter than humans, its behaviour cannot be labeled as predictable. As opposed to hard-coded technologies, AI essentially has a mind of it’s own, and the more advanced this technology becomes, the greater potential there is for issues to arise down the line.

Is worrying that AI robots could surpass humans as leaders of the planet alarmist? Definitely. But it’s vital to remember that humans have never created technology like this before, and should proceed with caution.

Its Goals may become Misaligned with Ours

In order for AI to be beneficial to humans, its goals need to be aligned with ours –something that we may not be able to control down the line.

While you may believe that scientists must simply be cautious about what they program their AI to do, it’s not so simple. As advanced as it is, AI does not naturally share our human values, it is merely focused on getting its job done in the fastest and most strategic way possible.

Therefore, we must do everything we can to avoid any potentially destructive results from AI taking our commands too literally.

Where to go from here

While the flames surrounding the AI debate are far from fumigated, there is a definite need for law and policy makers to begin analyzing how to regulate it without stifling the powerful, useful, and non-dangerous AI innovations that have already become commonplace in our society.

One way that we can lesson the threat to jobs that AI poses is through education. Leaders on multiple tiers – from those in the school system, to trailblazers in the private sector must address the growing need for technological education. By equipping people with knowledge in relevant scientific subjects like robotics and data science, we can help prevent ourselves from becoming obsolete in the AI age.

Our industry would not be where it is today were it not for AI helping lead the way to new frontiers. At Innovative Vision, were able to provide our clients with top tier customer care experiences through cutting edge AI technology.

If you’re looking for a solution to any of your company’s contact centre BPO challenges, connect with us today to learn more about how we can help!

Company Culture 101

Aside from the hours you spend sleeping at home, your workplace is likely the spot you spend the majority of your time. In the typical 40-hour workweek, employees expend masses of mental energy within the walls of their office. Due to this, companies are increasingly asking themselves not what their people can do for them, but what they can do for their people.

With major companies boasting vibrant cultures that include employee game rooms, catered staff meals, and even town halls– company culture is proving to be far more than a buzz-phrase.

When employees feel like their bosses view them as more than just cogs in the machine, and instead, as multi-faceted individuals who have unique skillsets, opinions and needs, they work smarter.

If you’re looking for strategies to help boost employee satisfaction across your office, consider any of the following approaches:

Be the Leader you want to Work Under

Being the boss isn’t easy. The freedom that comes from being in charge can feel liberating, yet also add a lot of additional pressure. The fate of your company rests upon your ability to push it to thrive. Due to this, many people in leadership positions often find themselves holed up in their office with senior level staff or wining and dining high-profile clients.

However, when this sort of divide is present between a leader and his or her employees – productivity can suffer. People like to work for individuals that they feel respect them, and that they can trust. That is why it is imperative that leaders take the time to walk all four corners of their office and engage with the individuals who work for them.

Actions speak louder than words. At the end of the day, as a leader, you set your company culture by how you behave, not what you say. Therefore, treating your team well and encouraging a culture where your workers feel that their ideas are valued is the best way to bolster a sense of loyalty from them.

Allow Failure

We’ve all heard the countless adages about the importance of failure, but when it comes to the professional world, people are often hesitant to admit to it. In the workplace, mistakes will always be made, period. As much as leaders may hope that the capacity for human error amongst their teams is minimal, that is unfortunately far from the reality of the way the world works.

When employees are confident that their mistakes will be forgiven, within reason, they will likely own up to them and offer strategies for undoing them. However, when the culture of the company they work at doesn’t allow room for error, employees will often hide their mistakes in an attempt to save their job.

When this occurs, it prevents workers from being able to learn from their mistakes, or perhaps worse, it can prevent the mistake from being repaired.

Implement Fun Activities into the Company Calendar

While it’s important to maintain a culture of productivity in your office, all work and no play has never been a recipe for long-term employee satisfaction at any company. This is where the fun side of company culture comes in.

By creating a company calendar that includes anything from office foosball and PlayStation tournaments, to staff potlucks, to engaging outings, to even philanthropic initiatives, you encourage social engagement across your office and foster a sense of inclusivity and amusement within your workers.

It’s one thing to onboard top talent, and another to retain it. In an age where employees are expecting more than a steady paycheque from their jobs, leaders must be willing to adapt the ways in which they approach the topic of company culture.

At Innovative Vision, we believe that a strong team begins with strong leadership, and our culture reflects this. If you’re looking to outsource your contact centre and are eager to learn more about our process for providing excellent CX, drop us a line today!

Keeping Customer Data Secure 101

Customer data should be to a company what the crown jewels are to the royals –valuable and protected beyond all measures.

In light of recent hacks, however, including credit monitoring agency Equifax’s alarming data breach that left up to 143 million U.S. customers’ vulnerable, companies are being forced to recognize their susceptibilities and strengthen their security measures.

We cannot blame customers for their hesitation or lack of trust in companies. It is our servers that host customer data, therefore, the duty rests upon our shoulders to be constantly evolving our strategies for safeguarding this information.

The following are effective steps that your company can take to ensure that it has covered every base in the realm of protecting customer information:

Encryption

 While encryption seems like an obvious basic step towards protecting data, not all encryption measures are as sound as one may assume.

For example, while online credit card payment providers such as Visa ensure that their retailers encrypt card information, if the vendor stores the payment details on their website – they are susceptible to a data breach.

This is of course unless the company website has gone to all lengths to ensure that their security measures are up to date.

Password Requirements

 No, you shouldn’t allow your employees or customers to adhere to one of the age-old (and easily cracked) password models, such as house number + street name = password.

The fact of the matter is, if your business does not have a minimum password requirement that makes sure each employee and customer includes punctuation marks, numbers, and capital and lowercase letters within it, you are exposing your data to potential hacks.

With bots out there trained to continuously guess passwords, it’s imperative that both your customers and employees are strategic about their passwords.

Keep what you Need

 You don’t require your customer’s credit card information after a purchase has been processed, so why store it on your server? Yes, it makes it easier for customers to make repeat payments, but is the risk worth the reward?

This is where online credit card payment providers come in handy, because they can take the pressure off you by storing all your customer’s pertinent information on their advanced server.

At the end of the day, all you really need to know about your customers is their name, email and home address. So stick to storing the basics.

Stay up-to-date with Technologies

 If you store your company data on your own server, it’s critical that you update and patch your software frequently.

Furthermore, if your company stores customer data on the cloud, it is your duty to confirm that the cloud vendor is in compliance with data centre industry standards.

Test your Measures

 Simply trusting that you’ve done your due diligence after implementing or adhering to the aforementioned tactics for protecting customer data does not suffice.

In order to confirm that your protection methods are working, you’ll need to regularly test for holes in your system. To do so, some companies choose to bring in a cyber security firm to assess their security measures on a daily basis.

Have a Plan

 Unfortunately, even the companies with the tightest security measures can be hacked. Therefore, it is wise for any business storing customer data online to have a plan for if the worst ever occurs.

Should a cyber attack ever hit your data, having a plan in place for how your company will handle communication with customers and employees will end up being of great.

At the end of the day, if your company remains committed to protecting its data through both constant vigilance of its security system and keeping updated on all things to do with encryption and data protection – you can rest assured knowing that you have brought your best defense to the frontlines of your servers’ frontier.

At Innovative Vision, we ensure the safety of our client’s data through all of the techniques we have touched on in this article. If you’re looking to outsource your contact centre and are eager to learn more about our process, drop us a line today!

 

 

How AI is Transforming the Nature of Customer Service

In today’s economy, innovation is a major key to the success of any company. In the realm of customer service, the technological advancements surrounding artificial intelligence have been paramount to providing effective and efficient customer experiences (also known as CX). While hybrid models that allow for both a live agent and a bot to assist clients are undeniably the ideal route to take for most businesses, artificial intelligence does possess the power to stand on its own as a company’s sole provider of customer service.

In fact, conversational commerce is becoming the new normal. This brand of commerce refers to the union of chat technologies and artificial intelligence to provide customers with instantaneous interactions that work to make any company’s CX top tier.

At Innovative Vision, we have witnessed firsthand the power that artificial intelligence has on customer service. Here are some of the top ways that this technology has redefined the meaning of CX:

Chatbots Taking the Lead

In the digital age, immediacy has never been so vital. Consumers are now, unlike ever before, able to receive information in the blink of an eye. This makes the idea of being placed on hold with a companies customer service department highly unattractive. Chatbots are the business solution of the century, as they provide instant answers to any and all of your customers questions regardless of whether they are simple or detailed inquiries.

While implementing chatbots into your company’s CX arsenal requires an initial investment, in the grand scheme of things, this technology actually allows businesses to save capital by cutting their customer care costs.

Customer Care Reps Work Smarter

As previously touched upon, hybrid artificial intelligence experiences are the ultimate way for companies to ensure they are meeting their clients’ needs across the board. This is due to the fact that when chatbots handle the bulk of consumer issues, your company’s customer care agents are free to focus on any intricate issues that may require more than an intelligent bot to resolve.

Furthermore, the willingness or ability to engage with a chatbot is based on a variety of factors, including demographics. While millennials and Gen Y individuals may be more enthused about the idea of communicating with an efficient bot, older individuals may prefer the personal touch of speaking with a representative over the phone.

The Contact Centre Experience

On the note of increased productivity, artificial intelligence has the ability to create streamlined contact centres for companies. Reducing your cost-per-call has never been as simple as it is with the technology known as smart interactive voice response (IVR). Smart IVR allows customers to determine what type of CX they require and empowers them to solve simple issues on their own, without relying on the assistance of an agent all while using natural language.

A New Marketing Frontier

Artificial intelligence technology has the ability to learn more about your consumers than even a top marketing executive could, solely through the vast collection of data that your company receives from them each time they interact with your website.

Customer purchasing patterns can be easily interpreted to truly hone in on your target market. Therefore, it is with this data that artificial intelligence is able to provide a wide range of CX services to your customers, from providing recommendations for products they are likely to buy, to even reminding them when there is a sale on a product that they were looking at on your website.

As technologies continue to evolve and artificial intelligence becomes more advanced, companies will be expected to remain on the forefront of these developments. Becoming an early adopter of any new innovations in intelligence is a surefire way for companies to stay ahead of the competition and ensure they are meeting their customers needs at every corner.

At Innovative Vision, we provide our clients with solutions to all of their customer care issues. Specializing in contact centre BPO and analytics, we offer omnichannel solutions that provide a balance of live agent and artificial intelligence to help reduce the costs and improve the productivity of our clients companies. Interested in our expertise? Drop us a line today to learn more about how we can help you!