Intelligent Customer Service means employing technology and people where they provide most value in delivering customer service that your customers want to use. It means having vision, whilst viewing your organisation through the eyes of your customer.
This site takes an impartial look at todays customer service, the state of technology and where the future lies, and ways to make to make future customer service better.
But what do we mean by better? Intelligent Customer Service should:
- Be fast, easy and relevant, both for the customer and for the enterprise.
- Minimise or eliminate frustrations associated with traditional customer service.
- Free customer service staff to deliver more meaningful service.
- Intelligently use technology where appropriate.
Common sense, but most customer service falls below this level. New channels are added, legacy systems constrain, technology fails to deliver, inbound volumes rise, costs escalate. There must be a better way.