"The Customer Experience is the next competitive battleground." - Jerry Gregoire
Customer experience is in a state of transition due to the rapid increase in the use of new technology platforms such as mobile devices, apps and vehicle telematics.
To ensure your customers receive the premium level of service they expect, it is critical that they are allowed to communicate in the manner they most prefer.
The key to successful use of these technologies lies in mapping your customers’ journey to deliver an effortless multi-channel customer experience. Service design is a methodology to create the service based on documented customer needs that are user-friendly, low effort and relevant based on context. At the core of this process is the ability to understand customer behaviour, needs and motivations.
By constantly evolving customer engagement via surveys, crowdsourcing, and hosting focus group sessions, Sykes Assistance Services has found it has become crucial to ensure the customer is able to reach out via the new preferred methods of communication.
A recent Service and Support Professionals Association (SSPA) survey found that out of the Gen X and Gen Y population only one third indicated they would use the traditional phone vs. online services for initiating service requests. At Sykes Assistance Services our vision is for our clients to be able to have 24/7 access to our services from where ever they are using the device of their choice. We have already begun this journey by integrating vehicle telematics with geographic information systems (GIS) and mobile communications to ensure that people get the right service from the right provider in as timely a manner as possible.