67% of customers list “bad customer experience” as one of the primary reasons for ceasing their relationship with a company, according to a study by ThinkJar. The same study identified that 84% of customers are frustrated when the agent they are speaking with doesn’t have their most up to date information. Finally, it’s useful to note that according to ZenDesk, 95% of customers will share a bad experience with others.
While we all recognize that these are some of the key issues that plague the customer service industry, the good news for those in the customer service sector is that there are solutions to these common problems and companies can create positive customer relationships that offer lasting impact.
VHT Navigator was developed to offer companies a way to interact with their clients via their existing channels and systems and offer a cohesive experience no matter how that customer chooses to connect.
By effectively tracking the customer journey when they contact your company through any of your omni-channel options, we can ensure both that knowledge of these interactions is shared in real-time with your customer service professionals and that the proper suggestions for further solution engagement are offered to the customer.
How it works: The Basics
At the beginning of the customer’s journey, VHT Navigator is made aware of who that customer is, what they are trying to do, and it is provided the relevant context for the contact that is gathered from the informing channel. So whether the customers reaches out via website chat application or phone, the system can recognize and pull information from the channels, ensuring that if secondary contact takes place on a different channel, the information is captured into VHT Navigator’s system and the customer isn’t required to re-explain their reason for contact. Navigator then works with your customer service team to analyze for action and execute across all existing infrastructure touchpoints.
VHT Navigator works by implementing Waypoint triggers into existing channels and systems to both send events with key context and to query for existing context to ensure a cohesive, omni-channel experience. Essentially, these Waypoint triggers allow the system to identify by context why a customer is contacting you and then properly route the customer through your existing processes and channels to ensure they are getting the answers they need.
The system works to analyze interactions for moments of opportunity to navigate to the best possible channel or channels for positive outcomes, rather than continually allowing “random struggles for service,” across all exposed channels. No one likes to answer the same question 5 times and this system works to eliminate the repetition that can cause frustration with customers by better identifying issues, tracking what is known about their experiences to date, and routing them the first time.
One unique feature of Navigator is the system’s ability to facilitates A/B testing to optimize experiences and outcomes in an ongoing manner. This ensures that the path to success as your professionals see it is backed up by fact, because it’s been tested against other possible paths to resolution. Allowing Navigator to continue to work for you, to find the best solutions for your team and your customers.
Essentially, VHT Navigator works to map results based on responses from your customers to find positive outcomes quickly for the consumer and enhance the customer experience. It leverages context within the discussion with customers then applies rules to get to the next best action. It works step by step, navigating the journey accordingly, and ensures a simpler, more effective problem resolution for your team and your customers.
How Navigator is Different
In a typical customer service scenario without VHT Navigator, if a customer has a technical support issue and is online, perhaps they will start a Click to Chat interaction, invest 15 minutes of their life, endure frustration at the slow, uninformed response from an agent, and end up escalating to a voice call. The voice call then essentially relates to starting all over again because the chat application did not share the context of the contact and then the work already invested by the customer has to be duplicated in order for the next agent to effectively help them.
Navigator allows this journey to be better navigated by getting the complex needs for technical support to an agent in the most intelligent, context-based manner possible, reducing customer effort and increasing positive outcome likelihood.
We believe when it comes to omni-channel applications, as the saying goes, “all channels are equal,” but some channels are much more equal than others.
Why VHT Navigator Is a Better Way to Do Business
VHT Navigator is a simplified, single user interface. The system greatly reduces the complexity of a customer’s journey by consistently following and recording that journey. Using the information gathered, it begins wayfinding on behalf of the customer, creating a powerful solution that speaks for them so they don’t need to re-explain their situation.
Customer service is a complicated business and there are other solutions in the marketplace that claim to aid customer service teams in a similar way to VHT Navigator. Competing solutions require multiple interfaces, deep technical knowledge, and are time-intensive and costly to implement and maintain in comparison to VHT Navigator.
We recognize that businesses need confidence in their ability to support, fund, and grow their products and services. We offer a solution that takes the guesswork out of that support and allows the customer service arm of your business to support the products and service you offer, ensuring customers remain satisfied with their experience long after the point of purchase. This can mean the difference between a one-time purchase and a brand ambassador for your business.
VHT Navigator is, quite simply, a better way to do customer service. You have a talented customer service team who needs better support tools at the ready to more effectively service your customers. You have a loyal customer base that wants to work with your team to get the service and answers they need.
VHT Navigator allows your customers to tell you what they need, quickly and efficiently and your customer service professionals to respond to those needs with equal speed and efficiency.