BLOG

4 Keys to Finding the Best Self-Care Solution 

Share this 

Share on facebook
Share on twitter
Share on linkedin

As discussed in my last blog, reducing customer effort by enabling digital self-care is a proven way to improve the customer experience. But, how do you choose the right self-care solution for your customers? How do you ensure the self-care tools you put in place are truly effortless to use, easy and convenient to access and provide the right answers at the right time?

Here’s are 4 tips to keep in mind when looking for the best self-care solution for your customers:

1. Natural Language Search

Google has trained the world, with over 1 trillion searches each year, that if you want an answer to any question you just type or speak your question using your own natural language. This is a standard for customer experience in 2016 and delivering search in any other way will be seen as a lack of appreciation for the customer and their time. But, the standard used by most companies for enterprise search is still “key word” search which just matches the words from the customer with articles in a knowledge base. This really couldn’t be any more useless, 99% of results will just annoy your customers. By implementing “Natural Language Understanding” (NLU) a system can understand the meaning of the customer’s search, not just the words.

So, step 1 is to look for a solution provider that has been training an NLU model in your industry for at least a year. This means they have been training an NLU system with actual customer questions very similar to the questions your customers ask so you don’t have to start from scratch. The learning curve is steep for training these searches and it takes a lot of time and money to train a new system from the ground up.

2. Add context to NLU

As good as NLU is, it still has a few drawbacks. One of the biggest is a lack of understanding of the customer situation, or “context”. Context will help to refine the NLU results and only show answers that actually fit with the customer’s situation. As discussed before, if your customers are paying a recurring fee for your service then they expect a more personalized answer since you as the service provider should know a bit about about your customers from the information they have shared with you.

So relying on NLU search technology alone will only get you half way to a great answer for your customer.  By adding customer data (from billing, accounts and devices) to better understand the specific question in context of your customer and their unique situation we can deliver the most relevant answer to them. This will save them a lot of time and frustration for your customers in searching for the right answer themselves. You have the data so why not use it.

So, step 2 is to ensure your solution provider is making use of context to enhance the NLU tech.

3. Knowledge Management as a Service (KMaaS)

A massive knowledge base with hundreds of thousands of articles sounds impressive. The truth can be quite a shock though when you find that customers are still not getting the answers they want, regardless of how many articles are in the knowledgebase. Having helpful, relevant and timely articles that satisfy customers is something completely different. To deliver great answers to customers requires a great process and the right tools for your knowledge management team. This may not be something your organization is great at.

So, step 3 is to look for a vendor that has a proven Knowledge management as a Service offering to ensure you have the best tools and process working for your customers. This will let you get up and running almost overnight with an experienced team and start delivering results immediately.

4. Omni-channel

Today’s customers expect information at their fingertips wherever and whenever they want it. They also expect a seamless experience across all customer care channels – apps, website, social, contact centers and in person. Any self-care system must have you covered across the key digital channels now and in the future.

The use of customer service apps is growing quickly so while it may be a smaller portion of your traffic today you need to cover this for your early adopters. Of course, your website is probably handing the majority of your customer service traffic today so this needs to be enabled with great self-care. One last piece that may not be immediately obvious for self-care is your internal CRM. By ensuring the latest contextually relevant information is available for your internal teams you’ll deliver consistently great results to customers who contact you through voice, chat, social, retail and other channels where a live person is providing care.

So, finally, step 4 is to ensure your vendor can cover all of your inbound care channels.

There has never been so much great tech to look at in the self-care space. We’ve finally got real Natural Language Understanding and context and it will lead us to real AI in the next decade. Just be sure to choose something that is really going to make a difference, not a polished up piece of ancient technology.

0 replies on “4 Keys to Finding the Best Self-Care Solution ”

Let’s supercharge your virtual agent together

With outstanding customer experience being the most important differentiator, make sure your virtual agent is the one leaving the competition in the dust.

Wysdom is a conversational AI optimization platform that enables higher performing, lower cost conversational virtual agents, continually learning and delivering high-quality customer experiences.

© Copyright Wysdom 2021. All rights reserved.

Artiom Kreimer

VP, Product & Analytics

Artiom has spent 10 years in software and mobile engineering, specializing in quality assurance and customer service. He has worked in testing and QA at both startups and in enterprises such as Clickfree, TELUS, and Freescale Semiconductor.

Michel Benitah

VP, Optimization & Delivery

Michel has 20 years of experience in leading the successful delivery of Conversational AI and Natural Language Customer Care solutions to some of the largest financial, telco, healthcare, utilities, and retail enterprises throughout North America. 

 

Prior to joining Wysdom, Michel spent 20 years at Nuance Communications, holding senior management and leadership positions within the enterprise division, most recently as director of the Toronto office and professional services team.

Frederic Lam

SVP, Sales

Fred brings in 25 years of international experience in sales and business development across North America, the Caribbean, Asia-Pacific, Europe, and the Middle-East.

 

Prior to Wysdom.AI, he held sales leadership positions at Oracle, Redknee, and Movius/Glenayre, successfully growing revenues in both large and small organizations. Fred has also been involved in the start-up community in the earlier stages of his career as an Investment Manager with SP Capital and was an alternate director on a few investee companies.

Karen Chan

Chief Engineering Officer, Co-Founder

With 20 years of experience in software and mobile, Karen has held senior technical roles at 5 startups, including Wysdom.AI, Clickfree, Mobile Diagnostix (HP), Teamatic, and Virtualthere.

Karthik Balakrishnan

Chief Technology Officer

Karthik has over a decade of hands-on, proven global expertise in emerging technologies and implementing intricate platforms and solutions for telecommunications and enterprise during his time at Amdocs, with senior positions in their India, Cyprus, America, and Canada offices.

Nitin Singhal

Chief Operating Officer

Nitin has over 20 years of success in global executions of business technology, driving operational efficiency and digital scalability for some of the world’s largest enterprise clients. 

 

Nitin spent 16 years at Redknee holding executive positions in Research and Development, Customer Operations, Partner Alliances, and most recently as COO.

Jeff Brunet​

President, Co-Founder

Jeff has more than 20 years of experience in the startup world, founding and growing 4 software companies: AracNet, Mobile Diagnostix (HP), ClickFree, and Wysdom.AI. 

 

His in-depth understanding of software development and the challenges in making new technologies successful in the startup world prove invaluable as he serves on the boards of XMG, SurfEasy (Opera), Locationary (Apple), Groupie, and as an advisor to Pushlife (Google), LogMeIn (IPO) and HP. 

 

Jeff holds 23 issued patents in the wireless and consumer electronics spaces and is the lead inventor on 30+ pending patents.

Ian Collins​

CEO, Co-Founder

Ian has founded and grown 6 technology companies over the past 20 years, primarily in the enterprise software space including Wyrex, Mobile Diagnostix (HP), Clickfree, and most recently Wysdom.AI. 

 

Ian invests, mentors, and sits on the boards of several startups in the Toronto area.