I’ve spent my entire professional career of over 20 years focusing on customers, and in the past 6 years I’ve specifically worked with many contact centers, customer service teams and sales teams implementing empowering solutions on the Salesforce Platform.
There are a few factors that make some companies more successful than others, but one stands above the rest – Great Customer Service!
“Companies famous for customer service all have one thing in common: they empower their customer service agents with the training and tools needed to get their job done … and then get out of their way. Customer service agents are on the front lines – they interact with customers every day and are by far the most important factor in delivering the kind of customer service that people talk about.”, as stated in a Salesforce UK & Ireland Blog.
Great service brands start with great service cultures. And while great service cultures may start from the top, they focus on the front line people: they explicitly give agents the power to go out of their way to delight customers and provide outstanding customer service.
A huge part of this is giving the agents the right tools to not only enhance the customer’s experience, but to work more efficiently and effectively.
As part of their Spring 16’ release, Salesforce introduced Einstein, a feature that brings A.I. to every customer relationship. It’s the ability to surf through mountains of data, capture critical and relevant components and deliver the information in an efficiently usable format to either the service agent or the customer. A.I. allows you to combine the power of technology with the warmth of human interaction to deliver customer service at its finest.
Einstein provides a layer of intelligence across its entire platform in a seamless way. The Platform is the same but behind the scenes, it is embedded with more capabilities.
Upon joining NeuraFlash, I have worked with several clients to integrate A.I. into their Salesforce Platform. It has become apparent that A.I. technology allows you to take the customer experience to the next level.
Agents will work smarter, NOT harder.
By seamlessly weaving A.I. into your Salesforce Platform, NeuraFlash takes the employee/customer satisfaction to a higher level of value. The employee experience becomes more interesting and intellectually stimulating. Employees can now work on non-routine tasks; this will result in less fatigue and boredom and ultimately result in a higher productivity.
In my experience, the underlying human fear is that machines will take over jobs; this is definitely not the case with A.I. integration. New jobs that are more intellectually appealing will emerge. A machine or a bot will not replace the employee but rather provide assistance to enhance employee productivity. A positive byproduct of this evolution will be greater job satisfaction for the employee and higher employee retention for the company.
It’s a win-win-win situation for your customers, employees, and your company.Leading brands across all industries are accelerating their usage of A.I. for Customer Service including UPS, FedEx, KLM Airlines, Hyatt, USAA, Taco Bell, Dominos, and many others.
Artificial Intelligence, Machine Learning and Einstein Bots are the next evolution with the focus on user experience.