Intelligent virtual assistant provider showcasing conversational technology at industry event
Spokane, Wash., August 02, 2012: Quality customer service can mean the difference between a satisfied and dissatisfied customer. And, with more service channels than ever before to interact with customers – online, in-person, mobile, via the phone – some companies are having a hard time making sure they’re scaling to meet customer expectations and delivering excellent service across all touchpoints.
Richard Denenny (@LawManGoesTech), COO of Next IT, the world’s largest provider of intelligent virtual assistants (IVAs) will be attending the Customer Service Experience conference, taking place August 13 – 15 in New York City. Co-located with CRM Evolution 2012 (@CRMevolution) andSpeechTEK 2012 (@SpeechTek), the conference will address the tools and strategies needed to create and implement a comprehensive, successful customer service experience.
Denenny will be on hand to speak with companies about the biggest challenges they face today, including:
- Driving revenue through customer experience. It’s time to take control of your online customer service channels and drive additional revenue –a 10-percentage-point improvement in a company’s customer experience score can translate into more than $1 billion in additional revenue (Forrester 2012).
- Promoting loyalty, increasing customer retention. Reducing the estimated $83 billion loss reported each year by US enterprises due to abandoned shopping carts caused by poor customer experiences. By 2015, the marketing budget allocated to retaining customers and increasing loyalty through customer service will more than double (Gartner 2012).
- Improving customer satisfaction. It begins with reducing the amount of time and effort a customer must invest in getting help – 45% of US online adults will abandon their online purchase if they cannot find a quick answer to their question and 66% say that valuing their time is the most important thing a company can do (Forrester 2012).
- Deflecting inbound calls, increasing service efficiencies. Keep customers in lower-cost channels by improving self-service options. Over half of inbound calls come from customers who first attempted to resolve their issue on the company’s website (HBR 2010).
Providing personalized, accurate, timely service is no longer just part of the cost of doing business – it’s a revenue driver. By making customer experience a priority, organizations build loyalty and grow wallet share.