Every business today is competing in a new era of consumerism where even the most digitally resistant companies have accelerated to meet new demands for customer experiences across mobile, digital and social channels. The surge in activity has had a domino effect on support and service departments — a function I refer to as the lifeline between the customer and the business.
As customers adjust to new self-service models and need additional support for checking inventory, placing an order, resolving an issue, filing a claim, booking or canceling appointments and getting status updates, that lifeline is facing added stress. With each of those moments typically starting with an agent through the call center, live chat or a digital assistant, contact and service center volume continues to increase.
To help optimize those moments, Medallia recently announced the pre-configured Service Experience Quickstart for organizations that run their service operations on ServiceNow® Customer Service Management (CSM). This powerful solution makes it easy for businesses to use modern and intuitive listening technologies like text, voice and video to capture real-time customer service feedback and take intelligent action to optimize those experiences directly in ServiceNow CSM.
I’ve worked on bringing products to market for both companies and am inspired by how the combination of the two can help deliver excellence in customer and employee service at such a needed time.
No matter how much a customer loves a brand, a poor experience with an agent can harm that relationship. There is so much at stake when an agent responds to a customer inquiry — from the ability to access a live or automated service agent quickly to the interaction with a knowledgeable agent to the last second where the customer feels heard and the issue is resolved.
Each of these moments is critical to exceeding customer satisfaction, and the Medallia Service Experience Quickstart helps capture that satisfaction level. With real-time customer engagement after every case closure and AI-powered analysis of what customers are saying with the quickstart solution, businesses can not only get to the heart of why customers make outreach in the first place, but can use the intelligence to spend more time on coaching and less on call monitoring or quality assurance.
For example, feedback intelligence can identify areas for agent improvement in soft skills like empathy around financial hardship. That may then lead to action plans for agent coaching and training.
No service experience is perfect — and with the surge in digital due to physical closures, it’s almost impossible to get every touchpoint right. Not having the data to understand breakdowns can lead to ongoing friction and lack of consumer confidence in your brand.
From self-service friction to customer fatigue due to failed attempts of reaching a live person, Medallia role-based dashboards enable service teams with fast experience signals related to possible detractors, churn, or other customer behavior that if not caught early enough can lead to substantial loss in revenue. Service teams can adjust processes and enhance knowledge base and workflows within ServiceNow, leveraging the insights directly from Medallia.
With customer experience changing quickly, organizations need to be just as agile and responsive. The new quickstart bringing together Medallia and ServiceNow is preconfigured and can be up and running in days. By combining the two platforms, businesses can better get a clear picture of what their customers or even employees are or aren’t telling them in the moment and take immediate action for impact across the organization.