As a Senior Product Marketing Manager at Interactions, Priyanka is responsible for product launches and go-to-market strategy. Priyanka specializes in business development and bringing enterprise software products to market. Before joining Interactions, Priyanka led product marketing for IT operations tools at SmartBear Software. Prior to that she worked on data storage systems as a Software Engineer at EMC Corp. Priyanka holds a Bachelors of Engineering in Electronics from Mumbai University and an MBA from Babson College.
As the providers of conversational customer care solutions, we sit at the cross-section of contact center executives, customer experience mavens, and the end customers. From our experience, call deflection helps improve customer experience when it follows 3 rules. Read our blog to find out what they are.
Empathy maps describe what a customer goes through as he/she is trying to complete a task, in a product or brand agnostic way. In other words, empathy maps allow you to take a step back from your product and paint a picture of a typical customer’s experience -- their needs, expectations, goal, hurdles and behavior as they try to overcome those hurdles.
Over the last few years, the word ‘omnichannel’ has been used (and overused) to describe a utopia of marketing and customer care. We all have heard and read about how an omnichannel approach solves all customer care issues and allows brands to prove their customer obsession. Then why do brands still pursue a better approach?
We often see people getting first curious and then confused or even scared with the thought of artificial intelligence. This is mainly because we were first introduced to AI via science fiction – like the classic Terminator or the more recent Westworld.
What is an ideal customer experience? For me, it is natural, frictionless and productive; regardless of the brand I’m dealing with, the time of the day, or the channel I use. Now think about the different channels you use to interact with a brand – it could be the website, the mobile application or the trusty phone call to customer service.
It is impossible to ignore chatbots if you are even remotely following the customer care industry. They seem to be everywhere. Some tech publications even called 2016 ‘the year of chatbots’ and 2017 ‘the year when chatbots will actually make customers more productive.
As a company, it’s important to provide the best security for your customers. And with so many potential ways for strangers to hack into accounts and steal someone’s identity, a foolproof way to verify your customer’s identity is crucial – for your business and for your customers.