Create value with systematic knowledge about your customers
Customer service is an industry where artificial intelligence is increasingly gaining ground. New technologies come knocking, but like any other industry, a program is only as good as the input it receives. The most important thing is to keep track of what you know about your customers.
By Bjarke Andersen, CEO Connexio
One of the things that can really make a customer unhappy is being asked to provide the same information more than once. There is simply an expectation that the information a customer has provided to a company, for example in a phone call, email or chat, will be remembered for the next time they or the company contacts the customer.
A database that collects this knowledge is therefore crucial for a company to deliver the service that customers expect. Many people think it's an extensive procedure to set one up, but it doesn't have to be if you organize the process in the right way.
The secret lies in a systematic approach to gathering knowledge and the right procedures for what to do if, for example, you can't solve the problem for the customer immediately. With these two things in place, our experience at Connexio is that a company can have a database that improves the quality of customer service within a month.
With a well-functioning knowledge database, the company also has a foundation that can be used to expand so-called self-service - all the functions where the customer can search for information, for example on the company's website, before contacting customer service.
Studies show that customers often prefer to do just that. With a well-functioning self-service, you can therefore reduce the resources needed for physical customer service employees - and at the same time, the customer experiences a better service.
Today, there are several proven models for knowledge databases that Connexio uses to solve tasks for companies, and as mentioned, the area is developing rapidly. In addition to self-service, we can see several interesting opportunities with a well-functioning database as an integrated part of customer management.
One of the obvious options is proactive actions. For example, this could be offering customers value-adding upselling in connection with a purchase. In other words, when buying a lamp, you also suggest buying light bulbs, when buying a printer, you also suggest buying paper and ink cartridges, etc.
Proactive actions are endlessly expandable, and the important point is that it's perceived as good service when your company upsells, as long as you stick to the concept of value creation.
Implementing new technology in a company can be a daunting task, as resources are needed for training, new routines, licenses, etc. Therefore, it can be a good idea to choose a partner who has experience with knowledge databases.
At Connexio, continuously updating knowledge databases is an integral part of the customer service we provide. At the same time, we keep up with the development of new technologies so that the companies we work with are always up to date in the field. That way, they know what they know about their customers.
