Tag Archives: customer service

What’s Most Important When Measuring Customer Experience?

Real-time usability feedback is crucial when measuring the customer experience. Rapid response time, time in queue, total experience time, terminations, and the number of transfers required are all key metrics that should be gauged. An analytics tool for reporting, monitoring, and alerting allows organizations to make informed decisions based on key trends and quickly tune applications to improve overall customer satisfaction and retention long-term.

ViA® is Enacomm’s analytics tool for call centers featuring real-time IVR, CTI and Quality reporting, monitoring, and alerting. In addition to serving as a powerful analytics tool that quickly tunes IVR applications, ViA provides usability feedback, proactively helps make informed decisions, improves customer satisfaction, and identifies key IVR trends.

While methods like customer surveys are important for evaluating the customer experience and can help pinpoint any trouble areas, statistical information can provide an objective overview. “Total time” to conduct a single function, for example, is one of the many factors Enacomm measures to determine how well the consumer experience is flowing. Account usage also helps to inform customer satisfaction. For example, satisfied customers more often use their accounts for core purchases at retail stores.

As for the self-service experience, providing customers with intelligent interactions is paramount, as Frost & Sullivan emphasizes. One of the primary reasons customers become frustrated with this segment is the unnecessary friction they encounter while in the self-service system. By replacing conventional service paths with intelligent paths based on customer data, the friction is minimized.

Enacomm is a leading provider of personalized, multi-modal self-service voice and data processing products and services, including hosted IVR. Innovating since 1986, Enacomm’s team of subject-matter experts guides organizations of all sizes to stay ahead of the curve by implementing advanced, intelligent customer service technologies.

While some focus on containment in the IVR or other automated systems, this measure alone can be misleading and even detrimental to the customer experience. Instead, one must look at all factors available to create an optimal balance, containing customers to the self-service system while providing an exceptional customer experience.

Enacomm can help you measure and improve the customer experience that your organization delivers. Give us a call at 1-877-860-0025 or send an email to sales@enacomm.net.

Flickr/wisdomlight

Flickr/wisdomlight

Customer Self-Service Adoption Is Increasing, Reports Forrester

Customer service channel usage is evolving,, and offering excellent self-service to consumers has never been more important. According to Kate Leggett of Forrester – VP, Principal Analyst serving Application Development & Delivery Pros – customers are using more communication channels for customer service than ever before and are contacting customer service organizations more frequently.

Here’s one key takeaway from Forrester’s latest consumer survey about channel usage for customer service:

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Consumers now expect service interactions to be quick and easy. When it comes to the IVR, only next-generation technology that enables intelligent interactions fits the bill. Enacomm is a leading provider of personalized, multi-modal self-service voice and data processing products and services. Delivered as hosted, on-demand and managed services through the cloud, Enacomm’s IVR solutions are helping organizations cut costs, improve loyalty and increase member retention.

To learn more about Enacomm’s hosted IVR, download our brochure here, or contact us at sales@enacomm.net or 1-877-860-0025.

Voice Is Still #1 Channel for Customer Service – Optimize Your IVR

While the number of self-service options has multiplied, four out of five inbound customer service interactions still come from the phone channel, according to Contact Babel. Whether it’s an easy task that can be handled via self-service or a complicated concern that requires the assistance of a customer service representative, the call should start with Intelligent IVR to lay the foundation for a positive customer experience.

Delivered as hosted, on-demand and managed services through the cloud, Enacomm’s self-service and assisted-service IVR solutions offer organizations the chance to cut costs, improve loyalty and increase member retention. To learn more about Enacomm’s Intelligent IVR, go here. For more information or to schedule a product demonstration, contact us: sales@enacomm.net or 1-877-860-0025. We would be happy to help your organization optimize its customer interactions.

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Lower Costs, Happier Customers and Faster Authentication with Voice Biometrics

Opus Research this month released the second part of its Enterprise Series, Best Practices for Voice Biometrics in the Enterprise. The new report examines best practices for using voice biometrics for simple secure authentication in the enterprise across mobile, IVR, and contact centers. For more information, visit the Opus Research blog.Opus Research March 2015 meme

Enacomm Joins Customer NetSpend in Giving over $30K

Today, Enacomm joins NetSpend and other sponsors to give over $30,000 to individuals and organizations in our communities. Paying bills, buying groceries, pumping gas, and donating to local nonprofits – giving back with gratitude!

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A customer of Enacomm, NetSpend is a leading provider of reloadable prepaid debit cards and related financial services. To learn about the products and services that Enacomm provides NetSpend and other organizations in a variety of industries including Prepaid/Cash Card, Financial, Health Care and Utilities, click here. To speak with an Enacomm team member, call 1-877-860-0025 or email sales@enacomm.net.

Enacomm looks forward to bringing intelligence to your customer self-service!

SafeAmerica Credit Union Taps Enacomm for Intelligent IVR Technology

SafeAmerica Credit Union logoSafeAmerica, a $310 million community-chartered Credit Union with 25,000 members across six public and two company branches in the San Francisco Bay Area, has chosen Enacomm to provide intelligent customer interactions technology. SafeAmerica will be putting Enacomm’s financial suite to use, including Interactive Voice Response (IVR) technology.

Enacomm recently became a Recognized Vendor of credit union core processor Corelation. The relationship opened the door to Enacomm serving SafeAmerica’s self and assisted-service needs. Together, Enacomm and Corelation will help SafeAmerica provide its members with top-notch service to increase member attraction and retention.

“Integral to our mission is exceeding members’ expectations with superior personal service and convenient means of access to financial products and services,” said Barry Roach, President & Chief Executive Officer of SafeAmerica. “Enacomm’s next-generation technology enables us to achieve these goals with personalized self and assisted-customer service that makes it quick and easy for our members to find the answers they need.”

Enacomm’s financial suite enables outbound alerts and notifications, in addition to including a smart IVR system. This self-service technology helps organizations significantly cut costs. The average assisted-service call costs a company about $2.50 while a self-service call runs less than $0.13. Delivering intelligent customer interactions is the best way to improve an organization’s bottom line, while ensuring a positive customer service experience.

“SafeAmerica’s values are built upon the aim to create lifelong relationships with its members,” noted Enacomm CEO Michael Boukadakis. “Enacomm’s advanced technology helps credit unions increase member loyalty and retention with positive, painless customer service experiences. We’re proud to equip SafeAmerica with the tools it needs to fulfill its commitment to service excellence.”

For more, check out stories on the new team-up from Speech Technology Magazine, TMCnet, Paybefore and Software Magazine.

Prepaid’s Insight Card Chooses Enacomm, Improves Customer Service & Reduces Operating Costs

insight logoPrepaid card company Insight Card Services has selected Enacomm to provide intelligent customer interactions technology. After just two months of deployment, Insight is reporting a “better, more reliable customer service experience” for its cardholders, as well as reduced operating costs.

According to Jeff Gleason, Chief Financial Officer of Insight Card Services, “The efficiencies and cost savings were also important considerations in making the switch to Enacomm.”

In addition to harnessing its self-service IVR functionality, Insight Card Services is utilizing ViA®, Enacomm’s analytics tool for call centers featuring real-time IVR and CTI reporting, monitoring, and alerting, and Engage™, which enhances and directs IVR systems from a single, browser-based console to maximize IVR and web investments. On deck for implementation by Insight Card Services is Enacomm’s eKBA™, mobilized authentication of customers through next-generation knowledge-based authentication (KBA).

“Insight Card Services recognizes that a stellar customer self-service experience is the competitive edge needed to win and keep consumers who now demand and expect speed, convenience and ease when they reach out for assistance,” explained Enacomm CEO Michael Boukadakis. “Multimodal, intelligent customer interactions are the way of the future, but Enacomm’s advanced technology enables them today.”

Enacomm is making the customer service experience better for unbanked and underbanked Americans who rely on companies like Insight Card Services that offer them financial solutions. To learn more about how Enacomm is helping Fortune 50 to Fortune 2000 companies in the Financial/Credit Union, Prepaid/Cash Card, Health Care and Utilities industries with innovative, interactive and intelligent customer self-service and assisted-service solutions, give us a call at 1-877-860-0025.

Customer Calls Enacomm’s Technology a “Game Changer” in Government Computer News

GCNA central focus of Government Computer News (GCN) is sharing real-world case studies to help Public Sector IT managers who are responsible for the specification, evaluation and selection of technology solutions make informed decisions. Recently, GCN contributor Bill Jackson elevated the progress that has been charted by the Muscogee Creek Nation Department of Health thanks to a successful partnership with Enacomm.

The Muscogee Creek Nation occupies a 75-mile-wide swath of eastern Oklahoma that extends south from Tulsa for about 80 miles along the U.S. 75 corridor. It has about 77,000 enrolled citizens. The nation’s healthcare system, which includes three hospitals and six clinics as well as six pharmacies, also serves members of any other federally recognized tribe. The health department has a staff of about 1,000 and an annual budget of about $85 million.

Identifying the challenged faced by MCN, Jackson writes:

For years, the health department allowed pharmacy customers to phone in requests for prescription refills. This system is simple, but it doesn’t scale well when pharmacists have to answer the phones, and by 2012 the pharmacies were receiving about 200 phone calls a day, which took time away from their primary jobs of filling 700 prescriptions each day.

Jackson’s piece goes on to detail the IVR implementation process that Enacomm/MCN undertook to make fielding calls into MCN’s pharmacies more efficient, as well as how the system works today. From the article:

The customer can use the phone keypad to enter a prescription number or can speak it. To make sure that it properly understands spoken responses, the system can prompt the user for additional information. Before converting the spoken response to data and passing it to the back-end pharmacy system, the IVR analyzes the voice responses to determine the percentage of certainty that it is properly understood. Business rules assess the accuracy of the system’s understanding, and if necessary questions can be repeated for clarification before sending the data to the back end for processing.

Jackson points out, “Adding automated IVR to the front end of an existing pharmacy software system has helped to take the burden of fielding hundreds of telephone calls from the pharmacists.” Robert Coffey, CIO of the Muscogee Creek Nation’s Department of Health, calls the automated interactive voice response (IVR) system added to pharmacy software, which has improved the efficiency of the Muscogee Creek Nation’s healthcare system and is helping to preserve the unique language of this Native American people, a “game changer.”

“It was a time-consuming process,” Robert Coffey, CIO of the Muscogee Creek Nation’s Department of Health, said of systems’ installation. “But once it was accomplished, they couldn’t believe how much time it saved.”

To learn more about how Enacomm’s IVR system, uniquely designed for MCN, achieved both “prosaic functionality” and “cultural preservation,” read the full story on GCN’s website. And to find out how Enacomm can help your organization scale its customer service operations to better serve patrons and save money, reach out to us at 1-877-860-0025 or sales@enacomm.net.

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Enacomm CMO’s Expert Article on Targeted Marketing via Customer Service Channels Published by Destination CRM

DestinationCRM

 

 

David Anderson

David Anderson

Advanced technology now gives precision new meaning when it comes to reaching consumers. In a Viewpoints feature for Destination CRM—a publication dedicated to information, products, and services relevant to the CRM user marketplace—Enacomm’s David Anderson lays out the benefits of employing a dynamic decisioning engine that enables hypertargeted marketing via customer service channels. Anderson is Chief Marketing Officer of Enacomm and creator of some of the first predictive marketing campaigns in America.

In his piece, “Win Over Consumers with Intelligent, Targeted Marketing,” Anderson explains why organizations shouldn’t throw away their marketing budgets on hit-or-miss efforts and should instead invest in cutting-edge technologies. From the op-ed:

Whether via television, email, or an interactive voice response system, consumers are often exposed to irrelevant messaging from marketing campaigns today. A credit card company sending solicitations every month to someone who already has the credit card being promoted is not only wasting time and money, but is also making itself look less than brilliant.

What is gained by trading in a traditional customer relationship management (CRM) campaign—general messages to all customers—for new technology?

With an advanced decisioning engine, organizations can track and react to consumer behaviors in real time with precise, targeted marketing to micro and macro segments, one customer or one million. Implementing a multimodal solution makes it possible to deliver targeted messages across all available channels, from SMS texts to customer service representatives, and will reflect unified data on the spot. Because communications can be tailored based on demographics or even purchase history, cross-selling, upselling, and retention are improved, thanks to an enhanced customer experience.

Anderson goes on to paint a picture of what intelligent, targeted marketing looks like in action:

A customer pulls up her recent bank account activity with a smartphone app to review pending transactions. Based on her repeated behavior of depositing paychecks at the bank on the last day of every month, an offer is displayed on her screen asking if she’d like to sign up for direct deposit. She is given the option to either tap a button to talk with a customer service representative or click a link to go to the Web for more information. If she accepts the offer, she benefits from added convenience, and the bank strengthens the customer’s connection to its brand. It’s a win-win.

Enacomm can help your organization create a targeted messaging campaign framed by intelligent, personalized interactions that respond to customers’ wants and needs in real time. Contact us at 1-877-860-0025 or sales@enacomm.net to find out how the latest self-service and assisted-service technologies can help you build customer loyalty, cut costs and increase revenues.

PaymentsSource Publishes Expert Article by Enacomm CEO Mike Boukadakis

PaymentsSource

PaymentsSource, a publication that provides news and analysis about credit card, debit card, mobile payments and other technology and trends in the payments industry, has published a guest article by Enacomm CEO Mike Boukadakis. In the op-ed, titled “Reaching Millennials Requires a Multi-Modal Approach,” he discusses how consumer expectations of the customer service experience have evolved along with the role technology plays in Americans’ lives.

To open the piece, Boukadakis points out that “there’s an eye-opening number of millennials in the United States, as many as 86 million, according to Barron’s, making the segment vital to payments strategy.”

What sets this population apart? According to Boukadakis:

These “digital natives” grew up with computers in their homes and new technology in their pockets. When Apple introduced the iPhone seven years ago, switching to a smartphone was a natural, seamless transition for their lifestyles. The rise of texting, apps, and mobile broadband has created a collective expectation for immediate information, and more so now than ever before, players in the payments industry have to meet consumers where they are with customer service. “If you build it, they will come” just won’t cut it amidst fierce competition to capture and keep patrons.

What is integral to a customer service experience that will compel consumers to pledge their loyalty? From the article:

Voice processing infrastructure is still a cornerstone of top-notch customer service, but what’s available today is not your father’s IVR. Voice self-service can now adapt to customers’ individual needs in real-time and should be utilized as part of a strategic, multi-modal offering. For consumers to pledge their loyalty, nothing less will do than a quality customer service experience shaped by intelligent interactions.

Read Boukadakis’ full op-ed on PaymentsSource’s website here and find out how to make the IVR experience highly personalized and multi-modal. To get more information on how Enacomm can help take your organization’s customer interactions to the next level, give us a call at 877-860-0025 or drop us a note at sales@enacomm.net.

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