Chaos may be fine as a theory, but should a business really putting out so many fires?

Some people seem to thrive on chaos. Perhaps as college students, they stayed up all night writing their term papers and found the process exhilarating and effective. Later in life, such people might ignore little issues, leaving them to grow into big ones, and then spending a lot of time solving them.

While this approach might be okay in someone’s personal life, it could have serious consequences in the business world, especially when it involves customer service. For example, a customer service representative at an insurance carrier who has an unpleasant first encounter with a difficult customer, then repeatedly ignores that customer’s phone calls and emails, could find himself responding to a complaint filed with the state insurance commissioner.

But why even have that unpleasant first encounter when there are tools available today to avoid that? Using data and predictive technologies can pinpoint and eliminate the source of customer problems before they escalate.

We offer two suggestions for preventing customer service issues:

  • Harness the power of the fast-growing Internet of Things (IoT). These connected smart devices can proactively monitor situations, remotely diagnose issues and preempt or repair problems.  Companies can offer them to customers, gather data from them and provide assistance even before the customer is aware of the problem.  An auto insurer, for example, could receive an alert from a smart device that a client’s car has been in an accident and immediately assign an adjustor to call and open a claim.
  • Anticipate and resolve potential issues with personalized digital videos.  These can be sent out proactively to explain complicated policy documents, large premium increases or any other matters that tend to elicit a high volume of calls. It sends customers a message that they are valued and respected.  Using digital videos to provide this type of information is likely to result in fewer phone calls and the calls they do get will likely be more cordial.

Next week we will discuss how to supercharge a company’s digital channels.

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