When most people hear the term deflection it means avoidance or blocking comes to our mind. The deflection is an increasingly important term in the customer service world that retailers must understand to get the most out of their customer service strategy and build brand loyalty. The deflection is a technique used to get the best response for customers in the fastest possible way. This may involve redirecting a call or email request to a self-service or chatbot solution. Overall, it’s a way to help retailers manage the volume of customer service so that they get the best customer satisfaction responses in the most efficient way. When customer expectations are skyrocketing and customer service teams must do more with less, many retailers are turning to diversion tools like AI, chatbots, and routing technology to deliver customers the right resource at the right time.
How Royal Helps
Retailers deflection for better customer service can be difficult but we can help make it easier. Royal enables retailers to stand out in a busy crowd and offer seamless support for our potential customer and fulfil their needs. From email to live chat in social media, Royal enable retailers to provide the same great support.
Self-service deflection:
Self-service is growing in popularity among business leaders as they realize the cost, productivity and satisfaction gains to be made. 91% of business leaders identify self-service as a top investment goal for their brand and boost their customer journey metrics. Customer should share important information with the knowledge base, strengthen engagement with the community, and give customers access to their own accounts with the customer portal.
Recent consumer data found that 77% of consumers have used a self-service resource to fulfil their request. The chatbot allows customers to access 24/7 support, regardless of your office hours. It can be effective tool for helping customers with repetitive, straightforward questions and for providing updates to customers without involving an agent. Machine learning-based chatbots can automate much of this work.
Call deflection:
Call diversion is the process of routing a customer request to an alternate service channel. This ensures that customers receive the answers they want in the most efficient way and to reduce the number of inbound calls routed to human agents. Retailers can be resolved difficulties faster through self-service customer interaction or chat-based customer support. Each customer has different preferences when it comes to connecting to a contact centre, so try to come up with options that work for everyone.
Route to the right agent:
Despite all the advancements in technology, some situations still require a human to solve complex problems. But even finding the right one can be a long-term challenge. Especially clients have time to sit on the phone or chat and move from agent to agent to find the right agent with the right skills. Using natural language processing based routing technology can help find the right agent for each unique question and can determine a customer’s sentiment, such as the level of frustration can finding the right person for the job. In addition, language detection can ensure that all language needs are associated with a native speaker to ensure that everything can be handled seamlessly from the start.
Final Thoughts:
While deflection appears to be a way of not dealing with customers, it is actually a useful technique for implementing technology that can help customers resolve their service issues more effectively and efficiently. When it was done correctly, the diversion allows agents to handle more complex issues and leaves customers satisfied and more likely to become repeat customers. Talk to us today to find out how we can help you or visit our website for more details.
