Perhaps the performance of the real employee is lagging behind? If the real employee were to do his best, wouldn't he be valued much more? If that employee were not hindered by the tight time pressure and a straitjacket of protocols, wouldn't the customer give him a much higher score? We already see a number of examples in practice that have led to success.
FBTO is a good example. At FBTO, they have abolished the call scripts. All employees have been introduced to 'the customer' in the form of personas. Customer conversations are now established on the basis of these experiences. The Social Insurance Bank has reunited the front office and back office (first and second line). You immediately get a real person on the phone, so not a computer voice first: "To serve you even better,..."
The trick is not only to be customer-friendly during the sales process, but also when the customer mexico telegram data comes back with a problem. That is not easy, as daily practice shows. We see that the customer generally gives the service provider a higher score in the first phases of the customer lifecycle - starting with the orientation phase - than in the last phases, the after-sales service. And let the virtual employee now only be found at the beginning of the customer lifecycle...
Challenges for the future
What does the future hold for the virtual employee? It is certain that advancing technology will only make him better. But what role will the virtual employee play in sales? Will your private banker also be a virtual employee in the future? And the kitchen advisor? The contractor? The mortgage advisor? Or will we always have to deal with a real person here because purchasing decisions where advice is important are often partly based on emotion, trust and the goodwill factor. Probably, but there is still a lot of ground to be gained for the virtual employee for the time being.
This is the last article in a series of seven articles, based on research that formed the basis for the Customer Centric DNA Awards 2012. On the site you can find more information about the research and the winners of the awards in the ten sectors. Other articles were about webcare, online-offline services, trust and the general research results of Customer Centric DNA. You can find the entire series about Customer Centrid DNA Awards here .