Identifying the customer
Develop a more proactive approach!
When customers reach out, you need to identify them before dealing with their request. This first step is key to quality service, building in data security by helping to prevent fraud and data breaches.
A crucial moment
The importance of correct customer identification can’t be overstated.
Generally, the customer is asked to provide personal information via an IVR (Interactive voice response). The information is then automatically transferred to the associate via CTI (computer-telephony integration).
Sounds straightforward, right? But one-in-four brands encounter problems with this part of the customer journey.
The identification process can be tedious for customers: They may need to look for a contract or an invoice to get past this first hurdle. Where operational processes fail to focus on the customer experience, associates might ask for repeat information or additional authentication. Data security is paramount – but poor implementation increases customer effort, fatigue and frustration.
Identification takes up 10% to 20% of the time an associate spends with the customer.
What’s at stake?
The safety, security and ease of customer identification is an important part of customer service. It has a significant impact on customer satisfaction and brand perception.
What’s more, precise identification is key to measuring the efficiency of your customer service in terms of contact rates and repeat calls. It’s also essential to the personalization of the services you offer, enabling brands to suggest relevant and appealing cross-sell and upsell opportunities.
Only 10% of CTI systems include contact context in the information that is transferred to an associate. Make sure your solution is right for you.