How To Make Phone Conversations With Customers Better

Despite the introduction of all sorts of new technology, a myriad of new channels and a host of self-service options, when things go wrong, get complicated or become difficult for customers most of them will want to pick up the phone and talk to another human being. That behaviour makes phone conversations an integral and hugely important part of the whole customer experience, whether the conversations take place at the beginning (sales), middle (service) or the end (renewal) of the customer's journey. However, the problem with phone conversations is that they don't always go as well as companies or customers would like. And, following a phone conversation it's not uncommon to hear phrases like: "It felt like they were more interested in selling me something rather than fixing my problem" So, in the midst of all the new and exciting technology that is emerging, it's exciting to see some technologists turning their attention to phone conversations and how companies can use advanced technology like artificial intelligence (AI), behavioural science, analytics and deep learning to help companies improve the conversations they have with their customers. Here are a couple of examples of two firms that I have come across in the last few weeks that are using advanced technology, in different ways and at different parts of the customer journey, to help improve conversations with customers.