The Moment of Service: Customized Care for Faster Resolution

When a customer needs help urgently, it’s not uncommon to see the same inquiry coming in across multiple communication channels. Your customer may choose to make contact by phone, send an email, and/or engage online via chat, or some other social platform. A

s much as we want to provide our customers with a range of options to connect, this multi-pronged approach can create confusion and delays, impacting our ability to provide a rapid response at a time when the customer needs it most.

Omni-channel software platforms, powered by Artificial Intelligence, intuitively consolidate the various threads of outreach into a single line of service. Duplicate requests are automatically removed from the queue and all interaction is captured within a single ticket. When used in concert with mobile workforce management (MWM) technology, the entire process—from initial customer outreach to resolution of the ticket—is automated. This includes triggering a ticket for the site visit, assigning a crew, sending out automated reminders to the customer of the upcoming appointment, letting them know when the technician is en route to their location and even subsequent follow-up to capture service satisfaction metrics. All of these steps occur seamlessly, for an efficient and positive digital customer experience.

Join Memphis Light, Gas & Water for a lively discussion on how omni-channel customer communications and MWM technologies can help you provide excellent service to your customers, while increasing agent effectiveness and reducing average request handling time.

Speakers:

• Michael Faulk, Information Services Manager, Memphis Light Gas & Water

• Carol Johnston, VP Product Management, Clevest, an IFS company

Join us!