saving customer service from un-productive automation

Saving Service from un-Productive Automation

Francis Wade2Time Labs / Framework Consulting

Inc.

In a simple world we had one channel

Information was scarce

“Customer Service” meant

human interaction

The number of demands on our time was low

Today…

130 email messages per day56% overwhelmed by workHuman knowledge doubling

Automationis a Must

Are we being saved by automation?

Customer Experience

Automation Choices

Productivity GadgetsProcess Changes

You – “customer service”

Use automation, not be used by itUse technology… not be used

Automation is being decided by “others”

Your objective: To be involved in choices of automation

Impacting service delivery

No.

My story: An engineer who discovered “people”

Why? How?

CustomerService

Automation Decisions

Uncovering issues that no-one owns!

1. Automation

2. “Productivity” Policies

Test your company’s automation

choices

IT drives the decision

After implementation

Your company’s phone system

Your website’s emailand information

Solution: Fully Inhabit the Customer Perspective

Experiences

Touch-points

Quantify

Influence

What are the places at which the customers encounters the company when no-one is present?

Touch-points

What are the experiences that customers are having at these touch-points?

Experiences

Quantify

Influence

Touch-points

How can these experiences be quantified and captured as hard evidence?

Experiences

Quantify

Influence

Touch-points

How can the hard evidence be used to influence other people?

Experiences

Quantify

Influence

Uncovering issues that no-one owns!

2. “Productivity” Policies

What difference does a smartphone make to a service professional?

Reply to my email within the hour!

We ALL need to reply to his email within the hour…

Every customer’s email needs a response within thirty minutes!!!

How can employees be turned into morons?

New Era Email Policies

Policy #1 – move all urgent requests for responses to live communication or instant messaging – away from email

New Era Email Policies

Policy #1 – move all urgent requests for responses to live communication or instant messaging – away from email

Policy #2 – set up a helpdesk for customer email while training customers to use other means for urgent communication

Automation drives problems into cracksA MUST!

Service is suffering

Who are you influencing?

The customer requires you to intervene

Thank You

Minnie Mouse minnie@disney.comJohn Smith-Ramlogan john@tstt.net

NewHabits Foundations Training

on Nov 14th