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 [email protected] Smith-Ramlogan [email protected]
NewHabits Foundations Training
on Nov 14th
