CX for Heroes

IT has always had a crucial but undervalued role in building great customer experiences. Responsible for the tech behind key touchpoints, they are expected to build and improve the infrastructure that supports critical CX-related processes.

This is a huge ask.

After all, customer-related tasks are just a small fragment of the workload. It’s difficult to keep up with customer expectations that are always changing. You can’t just rip and replace key infrastructure on an ad-hoc basis. CX may be important but it’s not worth disrupting and crippling your entire business.

But you do have to do something. Especially as CX starts to creep up the boardroom agenda.

This is where low-code comes in.

Low-code is a new form of process automation software that lets you share the development burden.

Now, citizen developers can take on a lot of the application build work required to revolutionise processes.

So, if someone on the Services Team notices that the customer on-boarding process is flawed, they can spin up a solution themselves.

And IT doesn’t lose control or visibility. Every app is built in a strictly–controlled environment and vetted before launch.

IT gain a lot more time to focus on the rest of the to-do list.

Your business can create a lot more apps, and improve a lot more processes. Faster.

This is an all-new way to improve the customer experience that severs the constraints that restricted your productivity.

Finally. You have the freedom to ramp-up innovation without worrying about the consequences.

With a growing number of complex processes and disparate systems, many
organisations are turning to automation to take the heavy load and relieve pressure and workload on staff.

Fast, cost-effective and low risk.

RPA allows you to free your people from the mundane tasks and enable them to be more productive. Just think of the efficiency savings!

Using software robots results in quicker, error-free processing and they work when you want them to. By liberating your staff from mundane and repetitive tasks, you’ll see your staff morale rocket.

Run tasks without any human interaction, or you can let humans handle the exceptions for tasks that aren’t always suited to automation.

And by removing the pain points, streamlining interactions and increasing your response times, your customers will thank you for a great customer experience, each and every time.

Customer expectations move fast. Many channels and devices are in play. Delivering effortless, consistent and personal service that stands out from the crowd is hard. Really hard.

Right now, businesses can choose between multichannel and omnichannel. Soon there may be no choice.

An omnichannel contact centre incorporates all communication channels that a customer can use to engage a business. It ties these channels together into one queue. Multichannel will include some channels, but won’t integrate them into one queue and may not incorporate all of them.

Why integration matters.

Give your agents a single view of customer interactions. They can see who the customer spoke to previously, the channels they used, when and what was said.

This invaluable context empowers agents to deliver better experiences. They’ll handle many interactions across all channels.

Management teams benefit from real-time performance information at their fingertips.

The customer doesn’t have to repeat themselves or get passed between agents. Instead, they have a useful conversation with someone who can answer their questions in the moment.

Imagine if every customer interaction
follows this pattern.

The benefits are huge. Performance increases, agent productivity rises, retention rates spike and sales soar.

The future is omnichannel. Liberty Converse is designed to help you add value to every customer journey. Regardless of how and when customers choose to connect with you. It’s a true omnichannel contact centre solution.

The definition of great customer experience hasn’t changed in 100 years.

Maybe more. It just means meeting customer expectations.

When your grandma walked into her favourite greengrocer she expected helpful service, empathy and a smooth customer journey. We’re still looking for exactly the same things – whether in a grocery shop, visiting a bank’s website or ordering food from an app.

What’s changed is the nature and volume of customer touchpoints. There used to be a handful of channels, now there are hundreds.

Your grandma’s greengrocer wasn’t dealing with thousands of customers and hundreds of enquiries all at once. He didn’t have to stay on top of rapidly evolving digital platforms that create new challenges on a regular basis. He never had to consider multi-channel
marketing, or how delivering seamless, streamlined customer experience can
make or break your business.

But you do have to deal with these things.

And the trend for channel convergence isn’t slowing down.

New channels emerge all the time and delivering a consistent, seamless, unified messaging service only gets
more difficult.

You need the ability to move fast and adapt to change on the fly.

That’s why we’ve expanded our product portfolio – to help customer-focused businesses become more flexible.

Liberty Connect lets you bring almost any digital channel into the mix.

Social media, chat and IM messages can be managed alongside traditional interactions in just one system – every channel in one conversation on one user interface. Your team can meet customers on their own terms and spark conversations based on rich, up-to-date interaction data.