推动文化转变以提高自助服务的采用率和更具同理心的客户互动.pdf

1、Drive Culture Shifts to Improve SelfDrive Culture Shifts to Improve Self-Service Adoption Service Adoption and More Empathetic Customer Interactionsand More Empathetic Customer InteractionsDr.Jeff Dahms,Physicians Mutual Why do customers call vs.use Self-Service Technologies(SSTs)The Basics Barriers

2、 to self-service adoption through targeted educationCo-Creation vs.Co-Destruction of VALUE Customer Research to inform AI and CX strategies Service Climate Build organizational buy-in for data-driven insightsCycle of Success Leverage dynamic personasDeveloping a single source of truth with Bloomfire

3、 The Official Agendathink differentlyThe Actual AgendaBut first,here are the standard reasons why people call rather then use SSTsComplexity of issues Customers prefer speaking to a human agent who can provide more nuanced assistance.Human interaction Customers value the personal touch and empathy t

4、hat human agents can provideFirst-time resolution Customers may believe that speaking directly with an agent increases their chances of resolving their issue in a single interaction.Immediate response Calling in may be perceived as a faster way to get an immediate response.Lack of AwarenessCustomers

5、 may not know that the SST existsVerification and reassurance Customers thinking about making a purchase often call to get verified answers to their final questions,which helps them make informed decisions.Complex product inquiries Customers may call to ask detailed questions about specific products

6、,shipping,warranties,or return policies that may not be adequately addressed through self-service channels.What is you favorite way to travel?What is your least favorite way to travel?What would it take to get you to move from your favorite way to your least favorite way?I dont know why YOUR custome