previous icon Back to blog
May 07, 2024
5 minutes read

Happy Clients, Happy Agents: the Platform Effect in Customer Service

As a member of the customer service team, you stand on the front lines of customer interaction every day. In a world where customers demand quick and personalized service, long wait times, impersonal responses, or worse, incorrect answers, can quickly drive a customer away. Your goal, however, is to connect customers with your organization and deliver the best answers and service possible. It’s incredibly satisfying to see a customer leave a conversation happier and eager to purchase your product. Your efforts can significantly enhance the customer experience, but you need the right tools to truly excel. Integrating these tools into a platform amplifies your capabilities and lets you experience the power of the platform effect.

Marleen van Dam
Marleen van Dam,
Content Marketer

Automation that Helps Rather Than Replaces

It's a common question: Does automation replace roles within customer service? A valid concern, but the answer is a resounding no! Automation is designed to support, not replace. Imagine if an agent only had to answer repetitive questions—nobody would be happy with that. It's far better when repetitive queries are automated, leaving time for more complex issues that require a personal touch. But even with these more complex queries, agents can be well-supported, for instance, by using Artificial Intelligence in their existing service tools. A GenAI Engine integrated within an agent's inbox provides automated, quick, and relevant response suggestions. It delivers these in the correct tone of voice and the necessary translations. Additionally, it provides summaries of previous conversations and interactions with the customer. By leveraging this data in combination with the power of artificial intelligence, the productivity of agents is enhanced, leaving room for additional advice. That bit of extra advice and service often strengthens customer loyalty. This can make a crucial difference in customer experience, but the customer service team must have the right tools to do their work effectively.

AI in Customer Service

  • Suggested Answer Suggestions & Conversation Summaries

  • In the Correct Tone of Voice, Writing Style & Language

  • More Relevant Answers within Seconds

Seamlessly Switch Between Channels and Interactions

Customers choose their preferred communication channel and expect you to effortlessly move with them. Whether a conversation starts with a message via a chatbot in the online store and then continues via WhatsApp, an agent must be able to start the conversation on one channel and continue it seamlessly on another without any disruption. This enhances customer satisfaction and reduces frustration on both sides of the conversation. To achieve this, all customer information must be directly and clearly available, without the need to switch between different systems. A platform with a unified inbox ensures that all interactions and customer data come together in one central place. Whether a customer has previously contacted via email, chat, or social media, there is immediate access to the full history and context. This makes it easier to respond quickly and adequately, making conversations not only shorter but also more personal.

engage-platform-effect-benefits

One Platform as a Catalyst for Growth, Efficiency, and Flexibility

Besides aiming for shorter and more personal interactions, efficiency is also crucial. Data and analytics play a key role here by connecting all interactions within one platform. This data enables you to understand what customers need and when. These insights can help you act proactively, identify trends, and continuously improve your service. For example, if a customer has a question about a product that requires a complementary product to function optimally, pointing this out during the interaction can prevent further questions later in the process and enhance the product experience. However, the necessary knowledge is not always readily available due to the often extensive product range. A platform that provides access to this data and acting as a single source of truth is therefore the perfect solution, by leveraging the consistency across all service interactions. It enables you to quickly and easily have the necessary knowledge available.

An integrated platform with all customer service tools also offers significant growth opportunities. It makes your team scalable and easily adaptable to the size and needs of your business, which is mostly needed during peak periods. That’s why YourSurprise – a webshop for personalized gifts – uses chatbot Gifty to answer the frequently asked questions. Next to that they bring in some colleagues from the marketing team for example to assist during Black Friday and the Holdiay Season. Thanks to a centrally accessible knowledge base on the platform with AI-driven tooling that offers suggested answers, they can be of great value during these busy times by answering many questions. Moreover, the integration of these tools into one platform, combined with the automation of repetitive questions, makes the work much more enjoyable. As the more complex questions remain for live support, the role of the agent shifts from a simple responder to that of an advisor, leading to better customer service. Happy customers also make happy agents. By providing fast, efficient, and personalized service, agents not only build strong relationships with customers but also experience greater personal satisfaction in their work. A unified platform enables the entire customer service team to bring out their best every day.

How CM.com's Engagement Platform enhances Customer Service teams

As part of the customer service team, you are the hub of customer relationships. An Engagement Platform equips you with the tools to fulfill this role with confidence and success. The tools of this platform include Mobile Service Cloud, Conversational AI Cloud, Customer Data Platform and Generative AI Engine. Our Mobile Service Cloud allows you to efficiently manage all customer communications from a single interface, enhancing responsiveness. Together with the other components, this improves coordination and speed of service delivery. Next, our Conversational AI Cloud also offers advanced chatbot technology that automatically handles routine questions, allowing agents to focus on more complex issues. This AI works seamlessly with the Mobile Service Cloud by smoothly transferring conversations to human agents when necessary. With our Customer Data Platform, you have all the relevant customer profile information at hand to deliver personalized support to each individual customer. Last, our Generative AI Engine generates dynamic, personalized responses that are not only relevant but also contextually adapted to the tone and style of the customer interaction. This engine enhances the capabilities of both the Mobile Service Cloud and the Conversational AI Cloud by enabling deeper insights and customization. By embracing technology that supports and enhances you, you can elevate every customer interaction. Ready to transform your work and make a difference every day? Discover how CM.com’s Engagement Platform can help you excel.

engagement-platform-blog-image

Want to Know More About the Engagement Platform?

Was this article interesting?
Share it!

Latest Articles

WhatsApp New Policy
May 27, 2024 • WhatsApp

Quality Customer Engagement With WhatsApp Business Platform

We all want to get our brand messages out there. We want to engage with our customers, raise brand awareness, and connect with our target audience. WhatsApp Business Platform helps you safeguard the way you communicate with (potential) customers, making sure that you provide them with a meaningful and relevant customer experience to help grow your business.

WhatsApp vs Facebook Messenger
Mar 27, 2024 • Instant Messaging

WhatsApp vs Facebook Messenger: Which Messaging Channel is Best for What?

WhatsApp and Facebook Messenger are both established messaging channels for customer engagement. But what are the differences? Which advantages does each channel have for what business use case? Let's dive into the details

Logistics & Transport blog image_sms
Mar 01, 2024 • SMS

How to Improve Your Delivery Service With SMS Notifications

If you're active in today's transport and/or delivery business, you'll face new challenges to keep your customers happy on a daily basis. Customers expect fast and flexible, and sometimes even same-day, delivery. Time is money, costs need to be cut, and regaining control of the delivery process will significantly benefit your business. SMS can make a difference!

drive-engagement-and-convert-your-conversations-with-whatsapp-carousel
Feb 06, 2024 • WhatsApp

Drive Engagement and Convert Your Conversations With WhatsApp Carousel

Are you already talking to your customers on WhatsApp? You really should! WhatsApp Business Platform, the business communication platform of one of the most popular messaging channels in the world today, has a wide selection of powerful engagement tools to enhance customer communication and boost sales. And they've added another innovative feature under their belt: WhatsApp Carousel.

WhatsApp Pay
Feb 05, 2024 • WhatsApp

Flexible, Functional, and Rich Interactions with WhatsApp Flows

WhatsApp Business Platform is adding another new and exciting feature to its repertoire: WhatsApp Flows. But what is it and what can you do with it? Let's take a look!

blog-conversational-marketing-ramadan
Feb 01, 2024 • WhatsApp

Grow your business with Marketing Messages during Ramadan and Eid season

Retailers prepare for Ramadan Season like no other, for it carries particular importance in the Middle East region. Beyond its religious significance, it serves as a prime shopping season of triggered volume sales offering a favorable moment for retailers to reach customers and establish their presence. Retailers engage in fierce competition to gain visibility, and thrive to exceed customer expectations to distinguish themselves and drive conversions. The substantial increase in online engagement throughout this season provides brands with an opportunity to establish connections with their customers.

WhatsApp vs SMS: A Comparison For Businesses
Jan 11, 2024 • SMS

WhatsApp vs SMS: A Comparison For Businesses

WhatsApp and SMS are both immensely popular messaging channels. Both have their own unique traits, use cases, and added business value. We probably all acknowledge this, but what are the differences between these two exactly? What are the similarities? And more importantly, which one will add the most value to your business? In this blog we'll dive into the world of WhatsApp vs SMS.

blog-image-building-chatbot-experience
Jan 04, 2024 • Chatbots

How to build a great chatbot experience

Having a chatbot on your website or social channels is a good start. After all, it shows that you care about delivering a great experience to your customers, and you want them to be able to contact you in a way that’s convenient for them. However, if that chatbot doesn’t provide a great customer experience, it can instantly undo much of that goodwill. A chatbot is only as good as the answers it offers. Here are four key chatbot components you need to consider.

Is this region a better fit for you?
Go
close icon