Alexander, you have a lot to answer for
Don't call us, we'll call you. Well actually, call us.
Except that it's 2016 and this model of communication may not work best for people. There are intelligent people at both ends of customer service calls who benefit hugely every day from 130 year old technology. One to one calls are great, but nothing is fun when it's almost obligatory.
2015 research by Forrester showed that approximately three in four support tasks were completed using self service or assisted self service channels – FAQ’s, webchat, community forums and social media. Research in France showed a substantial increase in NPS (measure of customer satisfaction) for those digital self service channels.
As part of my role within Bank of Ireland I’m working with a team across a number of areas in the planning and delivery of more digitally relevant ways to self-serve. This work covers four key areas:
1. Experimenting with the way teams work. This involves the introduction of four week and three week short work delivery cycles combined with smaller team sizes to enable nimble movement. Using this model we are running a number of projects to constantly measure, iterate and learn from key customer support journeys. We want to ensure that customers receive relevant information more efficiently and access one to one advice when required.
2. Bringing in new skills around user experience and data analysis. Data and metrics are really important in this journey. We have internal operational metrics within the call centre, we have a number of digital analytic tools deployed and we use a number of methods to track customer satisfaction with the changes. Measurement is critical in order to improve delivery and the experience.
3. Encouraging the uptake of recent technologies such as web chats (great to be working with Galway based Alto Cloud) while exploring other solutions in parallel.
4. Progressively improving our communications so we more proactively explain our approach to our customers. All the data and intuition leads to the conclusion that this will be a better experience for customers, but it will be an iterative process which customers and staff will experience together.
I look forward to updating you, our customers, as the journey evolves.
/Keith
Managing Director, Industry Consulting in Financial Services
8 年It's really interesting to observe customer behaviour in wanting to self serve become the norm, making this frictionless and easy is a win win.
Social Entrepreneur | International Governance | Turning scientific knowledge into business solutions, policy & investment for sustainable futures.
8 年Experimenting with how teams work .... V interesting.
Head of Marketing at Pinergy | Marketing | Brand & Reputation | Sponsorship & Partnerships | Public Affairs | Media & Communications | Powering energy transition
8 年Keith, great overview of your work. Its a really interesting journey that we are on in helping our customers to make the most of their finances digitally.
Helping customers to thrive at Bank of Ireland
8 年Keith, It's great to see how yourself & BOI are using cutting edge digital tools to enhance the customer experience.