Most Nigerians have experienced very poor customer service! Either at the hands of one organization or the other across diverse industries.
Reports of these keep trending. People keep taking to social media platforms like Twitter, LinkedIn, and Instagram to express their displeasure.
There are approximately 26 other people who are unhappy with your company but whose voices aren’t heard with each complaint that goes viral. The customer’s perception of your business is your reality. Maximizing this should be the number one priority! Poor customer service damages your brand loyalty, reputation, profits, and performance.
Improving the Customer Service Experience of Nigerian Companies with My Service Agent (MSA)
“There is a place in the world for any business that takes care of its customers – after the sale.” – Harvey MacKay
My Service Agent serves as one of the first response lines of companies in diverse industries. These range from banking, financial technology, transportation and logistics, eCommerce, government, NGOs, consumer goods, healthcare, media, and telecoms, among others. It is an intelligent call center solution that optimizes customer service operations and reduces call center operation costs. Plus, it makes it way easier for companies to provide effective solutions to their customers. Here are some of the practical ways MyServiceAgent is helping Nigerian businesses improve their customer service operations.
Speedy Customer Service
When handling complaints, speed is of the essence. The faster you react, the easier it will be to resolve!
Customers have a need for speed. Research by Aspect Software indicates that 73% of customers want to solve product or service issues on their own. They want their questions answered and product information delivered fast. Rapidly expanding businesses often find themselves without adequate customer service or support staff. And this is where MSA comes to the rescue! Thanks to its Artificial Intelligence technology, MSA boasts of bringing unique interactions to customer engagements. It can facilitate incoming calls, accurately route callers to appropriate agents, or callback, reducing reliance on customer care representatives. Remember the pain of needing an urgent response from a brand only to have to wait several minutes and probably get no response? Yes, that exact feeling is what MSA eradicates. With an Interactive Voice Response (IVR) system that was designed to handle 100s to 1000s of calls simultaneously, customers’ calls can never go unanswered. Does a customer need to make a call at odd times like 2 am? MSA has got you! Once a customer calls your hotline, no matter the time, MSA responds and communicates with them personally. It answers enquiries and intelligently troubleshoots customer issues.
Improves Lead Conversion
It’s also crucial to mention that companies can use MSA for making outbound calls and sending out SMSes. As a result, it can be used as a tool for sales. How? By automating the process of communicating to prospective and existing clients. Businesses use this service to alert customers of a new sale, product, partnership, or ongoing promo, thus supporting and optimizing telemarketing.
Reduces Call Center Costs
Optimizing your customer success with MSA will provide a number of cost savings to your call center. Your contact center loses money with each redundant second that a caller spends on the phone. So, the faster callers can get answers, conflict resolution, or routed to the right agent, the more money you save. Businesses have seen the value in the self-service options MSA offers callers which allow them to save hundreds of thousands of naira yearly.
One customer well taken care of could be more valuable than $10,000 worth of advertising. – Jim Rohn
Customer relationship management (CRM) platforms can be integrated with MSA, making customers’ data accessible. Information from this data is used to approach customer interactions with more intelligence than ever before. This will cut down the long process of personal and financial identification needed on a call by 80%. Plus, it guarantees customers can get to the main reason for their call and reach resolution faster than ever.
Imagine a customer calling to inform a financial institution that her account with all her funds has just been frozen and she’s stuck somewhere. And then the first thing she encounters is the busy call lines of the bank. When she is finally able to get across to the bank, she’s told to wait three working days for a response!
But research shows that several Nigerians have experienced this or something similar. This is due to the fact that it is challenging for a human support team to truly gauge the urgency of a customer issue, among the hundreds or thousands of callers.
This is where MSA, using sentiment analysis, can help determine when to escalate issues and which agent is most appropriate to handle it for quick conflict resolution, resulting in appeased and satisfied customers.
“People will soon forget what you said. They will NEVER forget how you made them feel” – Dr. Maya Angelou
Organisations have seen the value and are leveraging the Artificial Intelligence (Speech recognition, speech authentication, natural language processing) of the MSA to enhance the operations of their customer success teams. MSA does this by improving their efficiency, reducing the number of dropped calls, and giving their customers 24/7 attention.
The result of deploying MSA in an organization is increased customer satisfaction, low call center operation costs, and a boost in telemarketing efforts.