Customer Service Technology

The pace and complexity of customer service is heightened by a myriad of factors such as competitive and financial pressures and consumers’ expectations for swift resolutions. Underpinning seamless communications flows for the customer service sector are a variety of customer service technology platforms that help navigate complex customer relationships.

When deciding on what technology you require, you need to have a clear understanding of what objectives you need to meet. The success of customer service depends on a multitude of factors merging together to deliver an excellent customer experience. Some of these factors are easier to define than others.  When setting up the Customer Service Centre at FMI, we believed that there would be two things that would be primary elements that would set the foundations upon which to develop the success of the Contact Centre. The first one was the people. Having the right people is at the very heart of what FMI believes in. It is what has helped to fuel our growth and what differentiates the level of service we are able to offer our clients.

Man on phone in call centre

Secondly, is the customer service technology.  We knew that the technology we selected had to help our service offering to be intuitive. It had to work across multiple channels, for a variety of different clients both large and small. To help the process, we outlined some factors that were important in our decision making.

 

Easy to use

Although technology is meant to make our lives easier, it can sometimes have the opposite effect. Technology that is easy to use increases productivity by allowing staff to fully engage with the system. An intuitive system helps to save time and reduces downtime required for training.

 

Accessible

Customers have a variety of channels that they are able to select from should they need to engage with customer service. The customer service technology has to make it easy for the team to respond equally well from all the channels.  Their information needs to accessible in a central place, allowing the team to effortlessly change the channels of communication without losing any essential information.

 

Scalable

Having a system that is able to scale to meet the demand of large scale clients and yet remain relevant for our smaller clients is reflective of how our business operates, and we needed technology to support that. The scalability permits us to deliver quality work efficiently, allowing us to be more competitive in the market, which in turn grows our reputation in customer service.

 

Compatibility and Accessibility

To ‘futureproof’ growth, the technology had to have excellent levels of integrations, not only with our existing systems, but to allow for the implementation of further technology.  Having systems that are cloud-based means that they are accessible, and given the nature of our work and client base, this will become increasingly important in remaining competitive.

 

Effective reporting

Operating in a results-orientated business; being able to track, measure and report on our results is crucial. Being able to show the results to clients, helps not only set the benchmark and objectives for the internal teams, but shows value to our clients.

Man viewing customer service analytics on tablet

After much consideration, we went for two key customer service technology platforms, namely Genesys PureCloud and BXP Software. They presented the opportunity to address all our business requirements through seamless, easily integrated and intuitive systems that help deliver excellent customer service, which is ultimately our end objective.

The process for selecting your customer service provider should be about understanding how their technology helps meet your customer service objectives. That, and obviously the people.  For more details please contact gavin.spencer@fmi.ie.