Customer Experience

How to Build Digital Teams That Aid in Pleasant Customer Experiences

Every business needs a strong digital team behind them to survive nowadays. Actually, building a digital team; however, can be quite difficult. People with the right digital skills don’t come along very often and coming to an agreed understanding of customer needs is often challenging.

But remember, nothing worth having comes easy and modern-day businesses definitely need a solid digital presence! Here’s everything you need to know about how to build digital teams that aid in pleasant customer experiences.

Step 1: Having the Right People

The first step to building strong digital teams is finding people with the proper set of skills. There are five basic capabilities that your digital team needs to be able to perform:

  • Strategy: Both a short and long-term strategy are essential to driving growth in a company.
  • Adaptiveness: Management, in particular, should be able to readily adapt to different roles and have a solid understanding of products and technology. They must also be well prepared to address client needs.
  • Design: Employees should pay attention to small changes in the design of a digital product since it significantly impacts usability.
  • Coordination: Each member of a digital team needs to abide by the processes and practices that are agreed upon. This is where a scrum master comes in handy. By clearing obstacles, establishing team dynamics, and leveraging software development approaches, scrum masters ensure everyone stays on track.
  • Differentiation: It’s always handy to have a developer on the team that is willing and able to build differentiating service capabilities that will give your team an extra competitive edge.

Step 2: Training and Constructive Criticism

The next step to creating an effective digital team is providing continuous training to employees and giving them feedback. The digital world is constantly changing and your team needs to be able to keep up. Training should also inform employees of policies that exist in the regulatory environment. The last thing you need is an employee unknowingly breaking the law!

User experience is another component that should be addressed when training a team and giving constructive criticism. It is ideal to have an established method for gathering feedback from your customers so the proper changes can be made. In addition, equality in the digital space should be considered alongside regulatory practices to enhance the customer experience.

Step 3: Analyzing Customer Needs

Having a good understanding of customer needs is the most important part of creating pleasant customer experiences. Digital teams should regularly analyze customer needs by looking into their search intent via SEO tools and evaluating consumer experience (CX) at every digital touchpoint.

One of the best ways to enhance consumer experience is to offer an omnichannel relationship through which customers can communicate with a digital team on their preferred platform. The data gathered through omnichannel content can then be measured and tested. Keep in mind that convenience is key!

Using these three steps, you’ll be well on your way to building the digital team of your dreams. Your customers will thank you for it!

 

How to Incorporate Self-Care into your Busiest Days

While hard work is a necessary piece in the puzzle of achieving lasting success, there’s a fine line between putting the pedal to the metal and overworking yourself. In recent years, a major shift has begun taking place where the phenomenon of burnout has become more widely understood in our society.

Burnout occurs when you feel that you’ve hit a wall mentally and physically. It happens most commonly amongst diligent workers who have a guilty conscious about taking breaks due to their lengthy to-do lists that demand heaps of time and energy.

Thankfully, due to the cultural conversation surrounding burnout, people have become more and more aware of the importance of combating the plaguing issue.

Enter self-care. A relatively new term to the cultural consciousness, self-care encapsulates all activities that help one care for both their mind and body. If you’ve ever experienced burnout, you understand how neglecting your needs for relaxation, fun, and even breaks can be the nail in the coffin that leads to the paralyzing and tiring feeling.

If you’re new to self-care, here’s the skinny on how you can prioritize your health and incorporate more of it into even your busiest days:

Move your Body

Regular exercise is one of the keystone factors in one’s overall health and wellness. However, if you’re not the “gym type” there’s no reason to fret! The beauty of exercise is that there isn’t only one way to do it! From walking to work, to doing jumping jacks in your office every half an hour, to swimming laps before you start your day, to getting a membership at a unique pilates studio ­– the possibilities are endless!

Do what you Love

Participating in activities that bring you joy is a way to give your mind a hug during stressful times. As swamped as you may be at work, it’s important that your job doesn’t impede on your ability to do the things that you love.

You cannot bring your best game to the office if you’re not nurturing yourself. Therefore, it’s important to get in touch with what it is that both relaxes and inspires you, such as playing a musical instrument, drawing, or even just taking your kids to the park for some good old-fashioned family time!

Eat Mindfully

Food is fuel. You wouldn’t fill a luxury car up with standard gas, now would you? So why would you provide your body with cheap fuel in the form of empty calories?

Taking the time to do meal prep can make a world of difference for your body and mental state. Coffee isn’t breakfast, and allotting ten minutes each morning to be present and enjoy a balanced meal with hard-boiled eggs, fruit, and a carb is the perfect way to ensure you show up to work with a clear mind that’s ready to greet the day with the enthusiasm you need to thrive!

At Innovative Vision, we are passionate about the world of technology. Founded in 2002, we are a marketing technology firm specializing in Contact Centre BPO. Through the power of omnichannel support, and hybrid live agent/AI models, we ensure that every interaction that a customer has with your business is positive and meaningful.

Allow us to inspire your company to grow through our enhanced approach to guiding the customer journey. To learn more about our advanced and specialized services, contact us today!

The Powerful AI Trends you can expect to see in 2019

After an exciting year of growth in the world of AI, pop culture has begun to accept its place in our society. Unfounded trepidation about AI has dissipated, and people are more willing than ever to get as excited as we are about how AI is changing the nature of work for the better.

At Innovative Vision, we are constantly fascinated by trailblazing technology. Here are the AI trends that we’re expecting to see in 2019:

Conversational Searches

At this point in time if you’re looking to learn more about the best restaurants in a city you’re visiting, you’ll find yourself searching “best places to eat in (insert city here)”.

Soon, however, searches will become more conversational. Consumers will have the option of simply speaking their questions, which will then be potentially met with follow-up questions from the search engine, such as “what type of food are you looking for?” This will result in higher quality results to any queries consumers have!

Advanced AI Assistants

While AI is currently living in the phones and homes of virtually everyone you know, the expectations of what it can do for the consumer are quite limited, such as:

  • Asking Siri to inform you of what year your favourite movie came out.
  • Telling your Google Home to turn off the lights.

In 2019, however, we expect to see the powers of AI enhancing other areas of your home, from your TV guide, your car, to even kitchen appliances!

Simplified Hiring

Finding top talent can be one of the most time-consuming processes if a company does not possess an efficient HR department, hence the purpose of recruiters.

Mya, “the leading conversational AI platform for hiring teams”, is the newest solution to the hiring problem – an AI recruiter! Mya automates outreach and communication across the end-to-end candidate and employee lifecycle. With “her” help, you can wave goodbye to the days of seemingly fruitless interviews and secure the fantastic hire you’re looking for!

At Innovative Vision, we are passionate about the world of technology. Founded in 2002, we are a marketing technology firm specializing in Contact Centre BPO. Through the power of omnichannel support, and hybrid live agent/AI models, we ensure that every interaction that a customer has with your business is positive and meaningful.

Allow us to inspire your company to grow through our enhanced approach to guiding the customer journey. To learn more about our advanced and specialized services, contact us today!

 

How Automation Promotes Customer-Centric Business Processes

The technology of automation is advancing remarkably. With new tiers of innovation being reached in this realm all the time, adopting customer-centric automation practices in your company can add immense value to your contact centre CX.

Here’s how automation can help promote a customer-centric experience:

  1. Case Management: The utilization of machine learning can assist in a variety of ways. From predicting case fields, to routing cases to the appropriate agent for the call!
  2. Enhanced Reporting: Automation makes your data analytics more robust by organizing your reporting into sections that illuminate and analyze data, taking the investigative work off your team’s shoulders.
  3. Improved Training: Platforms, such as learning management systems that are linked with your company’s workforce optimization program can be notified when an agent’s performance begins to dwindle. In response, these platforms will automatically respond by informing a supervisor or providing the agent with the training materials necessary to make the correction.
  4. Personalization: With automation, an agent can be swiftly provided with central insights about the customer they are interacting with, such as relevant information about any recurring issues they’ve been experiencing. Furthermore, with a CRM system, your agents will be provided with fine-tuned suggested responses to their issues.

At Innovative Vision, we are passionate about the world of technology. Founded in 2002, we are a marketing technology firm specializing in Contact Centre BPO. Through the power of omnichannel support, and hybrid live agent/AI models, we ensure that every interaction that a customer has with your business is positive and meaningful.

Allow us to inspire your company to grow through our enhanced approach to guiding the customer journey. To learn more about our advanced and specialized services, contact us today!

The Three A’s of Third-Wave AI

AI is everywhere. From Google Home running your household, chatbots handling your support issues, or Siri helping you remember the name of that actor you just can’t place, it is ever-present.

To make the impact stronger, AI is advancing into its third wave, an era that will be characterized by the technology’s ability to understand the “independent world”, similar to how a human would.

Companies will undoubtedly be able to leverage the human-like intelligence of AI to their advantage in a number of ways. Here are the 3 A’s of third-wave AI:

Assistants

While Siri is helpful for making phone calls or looking things up quickly, we generally don’t trust “her” to handle more sensitive, complex issues. Recently developed AI assistants are proving themselves to be more reliable, and can even hold significant conversations with you, making them feel more like a friend and less like a computer.

This will be beneficial towards businesses that rely upon personalized interactions with their clients.

Analytics

For any companies looking to gather in-depth insights surrounding their processes and performance, third-wave AI is here to help. New tools can now gather marketing data (such as keywords), and analyze it to produce detailed analytic reports at the sound of your vocal request!

Automation

Gone are the days of spending crucial hours working on tiresome tasks that you wish you could pawn off to another team member. With recent innovations, your business can automate and take care of processes such as ensuring bills are paid on time and payroll is handled efficiently.

These tools are just the tip of the iceberg in the sea of third-wave AI. Follow our blog in the coming months to learn more about how you can revolutionize your life through the power of AI!

 

At Innovative Vision, we are passionate about the world of technology. Founded in 2002, we are a marketing technology firm specializing in Contact Centre BPO. Through the power of omnichannel support, and hybrid live agent/AI models, we ensure that every interaction that a customer has with your business is positive and meaningful.

Allow us to inspire your company to grow through our enhanced approach to guiding the customer journey. To learn more about our advanced and specialized services, contact us today!

3 Ways to Determine your Customers Needs

Providing optimal CX is no easy feat. With constant advances in the world of customer care, it can be challenging to stay ahead of the curve. However, in order for your business to achieve the levels of success it dreams of reaching, it must invest in trying to understand your customers.

Fortunately, there are a wide variety of unique ways in which you can tune into what your customers are thinking. Here are 3 strategies you can employ to determine your customers’ needs:

  1. For Current Products/Services: Ask where you can Improve

The old adage, “don’t go looking for problems,” is redundant in the world of CX. In order to retain customers and build brand loyalty, your customers need to feel heard. When a customer care representative has an interaction, ensure they are asking them about any additional issues they may have found with your company but not brought up. Furthermore, you can reach out to your online community via direct messages to ask about where they feel there is room for improvement.

  1. For Future Products/Services: Ask for their Input

It is one of the highest compliments to be consulted when a decision is being made. If your company is considering inventing a new product or introducing a new service to its repertoire, gathering some of your loyal customers together to discuss the new product or service ­such as how they’d use it, or what they’d like to see featured in it, it a great way to gather valuable intel.

  1. For Everyday Matters: Always be Engaging

Being a part of daily online conversations pertaining to your industry is crucial if you’re truly committed to staying ahead of your competitors and understanding everything there is to know about your customers. By injecting your brand into digital conversations and engaging with not only your followers, but also potential customers, you can ensure that you are establishing yourself as a brand who cares to listen to every voice in your community.

At Innovative Vision, we are passionate about the world of CX. Founded in 2002, we are a marketing firm specializing in Contact Centre BPO. Through the power of omnichannel support, and hybrid live agent/AI models, we ensure that every interaction that a customer has with your business is positive and meaningful.

Allow us to inspire your company to grow through our enhanced approach to guiding the customer journey. To learn more about our advanced and specialized services, contact us today!

 

The Best Way to Hack your Productivity

You can’t necessarily get ahead in business solely by boosting your productivity. We often fall into a trap of thinking, “if I was only more productive, I could _____.” Fill in the blank with whatever statement comes to mind. These thoughts range from increased profitability, better revenue, more sleep, new clients and on and on.

We often associate productivity with all-nighters, working weekends and early morning meetings. Even though these overtime sessions may be productive, they’re worse for you in the long run. Entrepreneurs need to achieve work-life balance because it will benefit not only your mental health but your business. If you’re staying up all night to get everything “perfect” before a big meeting, you’re likely not going to do as well as if you had gotten a good night’s sleep.

Recently, productivity has become almost a trend. There is an entire industry dedicated to helping people maximize their time. The good and services range from software, calendars, apps to journals and more. Everyone knows how satisfying it is to cross something off your to-do list. This quick and easy satisfaction can sometimes lead us to speed through tasks instead of taking the amount of time necessary to do it properly. Rushing leads to more work because you’ll need to go back and fix any mistakes made while rushing. It’s important to work smarter not harder.

Focus on “organizational efficiency” instead of productivity. Organizational efficiency means ensuring everyone and everything works together like clockwork. Leverage your business by maximizing everyone’s output. Instead of stressing out about the most urgent tasks and rushing the work, design a schedule to manage your team’s resources. In advance of an important deadline, meet with everyone to ensure their skills are being properly used to get the work done well and on time. Make sure you have your priorities in order and your team members are clear on their objectives.

Taking a little extra time to create a plan makes a world of difference and in turn, increases productivity. The work has to be done but it should be done in an organized, efficient way. Instead of thinking, “how can I cross this off my to-do list quickly?” Think differently. Start asking yourself questions like:

  1. What is my business’ mission and how can we uphold this mission?
  2. What tasks are absolutely necessary? If there are tasks that are unnecessary or you don’t have the time or ability to complete them, cross them off your list or give them to someone else.
  3. What are the best and most efficient ways to use the systems and software I have in place?
  4. How can I assign the best tasks to the most suitable team members so we all reach our individual goals?
  5. What business analytics do I need to make note of so that I can discover our flaws (or strengths)?

Valuing organization efficiency over productivity has another benefit: better communication. You’ll get to know the members of your team by figuring out their strengths and weaknesses. Teamwork will help you in all your future endeavours. It’s crucial to focus on leveraging everyone’s skills to put out amazing work rather than getting the work done quickly. Work smarter not harder.

 

How to ensure your Company is known for CX

With the increased digitization of the world around us, customer expectations have grown more complex in recent years. CX has been a real focal point at which most companies view their business processes.

Due to this, simply being mindful of providing meaningful CX is not enough to ensure that a company will actually deliver it in its optimal capacity.

While most companies are merely keeping up with the pack, what we are seeing now is that the successful ones are doing everything in their power to stay on top of CX trends.

Here’s how to ensure that your company leads the pack and becomes known for its powerful CX:

  1. Ensure your Customers are Validated: Each micro-moment provides an opportunity for your brand to personalize its communication directed towards a customer. Therefore, whenever a customer reports an issue, make sure that they receive some form of communication that acknowledges their complaint and provides a plan for how it will be attended to.

 

  1. Keep CX a Priority at every Touch Point: Regardless of which department a customer is dealing with, the representative of your company should be just as trained in CX as your CX lead. This ensures that no matter where your customer is at in his or her journey, their experience with your company won’t be compromised.

 

  1. Scan for Holes in your System: You’d be hard pressed to find a company that hasn’t experienced a few (or many) hiccups on its’ path to success. Instead of waiting for those bumps in the road to arise, stay vigilant for anything that could suggest things aren’t running smoothly. It’s far less costly to scan for issues and rectify them swiftly than to take the hit of a lost customer. 

How Innovative Vision can help 

At Innovative Vision, we have been providing companies big and small with CX solutions that enable them to thrive for over 15 years. We are committed to using the most advanced technologies paired with the most qualified individuals to allow your business to be known as both a game-changer and an industry innovator in the world of CX.

To learn more about our services, our process, or just to start the conversation –reach out to us today!

Mid-Year Report: Trends Shaping CX

Due to the newfound digital empowerment of customers that has grown exponentially in the past decade, companies are having to adapt their CX strategies in ways they never had to consider before.

Brands are showcasing their dedication to their communities as prominently as they can in the hopes to create enhanced experiences for their valuable customers.

At Innovative Vision, we use the most advanced technologies and the most qualified people to help companies provide optimal CX. Therefore, we never take our fingers off the pulse of what’s new and what’s working in the realm of customer care.

So without further ado, here’s our mid-year report on which trends are influencing CX:

Big Data Guides the Way

In Dimension Data’s Benchmarking Report, analytics was voted as the top factor that will influence CX in the next 5 years.

In order to keep up with competitors, companies have to not only provide excellent CX, but additionally track and analyze how they are doing it. In order for marketers to truly grasp who their customers are, they must be able to investigate the data collected on them.

Benefits of data analytics include:

  • Higher revenue
  • Lower operational costs
  • Deeper understanding of customer preferences
  • Ability to target specific customers

CX Teams

In order to provide an advanced CX strategy, a company needs to have a dedicated CX team to take the lead on it. Yet, in the aforementioned Dimension Data report, it was stated that 36% of organizations are without a CX manager.

Building your dedicated CX team involves recruiting individuals who understand the immense value of CX and have experience in interpreting and working with AI-driven platforms so that they can do the job with enormous amounts of efficiency and results.

Omnichannel

At Innovative Vision, we never stop stressing the importance of providing omnichannel support. This is due to the fact that while social media support has become immensely popular, it has not entirely replaced traditional customer/live agent relations.

Furthermore, in the near future will come an opportunity provided by the IoT that will support companies in collecting and analyzing omnichannel data in real-time – allowing for CX to be better understood and thus, improved upon.

How Innovative Vision can help

At Innovative Vision, we are passionate about the world of CX. Founded in 2002, we are a marketing firm specializing in Contact Centre BPO. Through the power of omnichannel support, and hybrid live agent/AI models, we ensure that every interaction that a customer has with your business is positive and meaningful.

Allow us to inspire your company to grow through our enhanced approach to guiding the customer journey. To learn more about our advanced and specialized services, contact us today!

 

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!