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Companies must get messaging bug

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Organisations that fail to adapt to the new messaging culture risk falling behind and losing customers research from BT and Cisco has revealed.

The research report, entitled The Digital Customer 2017 — Chat, tap, talk: eight key trends to transform your digital customer experience, is based on an independent survey of 5000 consumers in  South Africa, Belgium, China, Germany, the Netherlands, India, Singapore, the UK and the US. Its findings suggest that a growing number of consumers internationally find it easier to deal with organisations via messaging and social media, a trend driven by a surge in their personal use of apps such as WhatsApp. The trend is particularly clear in China, where 37 per cent of respondents said that they use the messaging app WeChat for customer service.

The research found that almost half (48 per cent) of respondents get frustrated if text-based “chat” is not available when dealing with organisations, while 70 per cent of those aged 18-34 years said they are sourcing more and more of their products and services via social media.

Overall, 58 per cent of respondents said they get a quicker, more instant response when using messaging compared with the phone l, while 37 per cent said they would choose to contact an organisation via Facebook or Twitter if they had a problem which needed solving urgently. 46 per cent of South African respondents think it would really add value if they could speak to an agent on a social media platform compared to the 30% global average.

When asked how they would like to receive support from an organisation while accessing its services online — for example, while using an organisation’s app or researching a product on its webpage — 65 per cent of respondents said that they prefer to use webchat, up from 45 per cent in 2015.

With more than three quarters of consumers (76 per cent) saying that they buy more from companies that are easy to do business with, the findings suggest that organisations should upgrade their contact centre capabilities to support messaging and social media to help drive business growth.

Despite the growing trend for messaging and social media, consumers’ use of dedicated customer service phone lines fell only gradually between 2010 and 2017. 31 per cent of respondents in the UK and US said they had called a contact centre within the last two weeks, compared with 38 per cent in a similar study seven years ago and 43 per cent of respondents aged between 16-34 years said that they still want the option to call.

In South Africa, however, 82 per cent of local respondents say that it generally takes too long to get through to contact centres (compared to the 76 per cent global average), and 70 per cent agree that it would add immense value if organisations made it cheaper to call them from a mobile phone. 85 per cent of local respondents say they prefer self-service options as this puts them in control to manage their time and costs.

Andrew Small, vice president, unified communications and CRM, Global Services, BT, said: “While ‘typing’ to request customer support is increasingly popular, the research shows that people still want the option to ‘talk’. This creates a challenge for contact centre operators as they now need a technology platform that can handle both the evolving mix of apps that customers wish to use and traditional service channels such as the phone.”

“Cloud contact centre platforms are ideally placed to help. They can be deployed as a single package delivering voice, video and messaging-based customer service together with operational tools for recording and call and agent management. They’re hosted in the cloud, creating the flexibility to manage peaks and troughs in demand. They can integrate data from other business systems, which is vital for consistency in customer service. Finally, they include recording, which is essential for good service and regulatory compliance.

Tom Puorro, VP/GM, Unified Communications Technology Group, Cisco, said: “We live in a world where customers will change providers if an app is slow or it takes too many clicks to get a question answered. This research underscores that consumer-facing organisations need an integrated omni-channel strategy to be successful. Such a strategy will help them engage, innovate and be proactive to improve sales.”

BT is one of the world’s leading providers of contact centre solutions and services. It has deployed over 4,000 contact centre solutions to more than 1,000 organisations globally, including some of the world’s largest banks, utilities, airlines and pharmaceutical firms.

BT is one of only five Cisco Global Gold partners. Over the past ten years, BT has deployed Cisco contact centre solutions serving 12,000 agents in 40 different countries. Together, BT and Cisco can help organisations provide an outstanding customer experience by deploying future-proof cloud-based contact centres. These can provide the scalability to manage increasing volumes of interactions across voice, video, social media and chat and blend them seamlessly to create the digital experience customers expect.

 

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AppDate: Shedding light in our times of darkness

SEAN BACHER’S app roundup highlights two load-shedding apps, along with South AfriCAM, NBA 2K Mobile, Virgin Mobile’s Spot 3.0 and SwiftKey.

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Load Shedding Notifier

With all the uncertainty about when South Africans will next be plunged into darkness by Eskom, the Load Shedding Notifier tries its best to keep up with Eskom’s schedule. The app is very simple to use. Download it, type an area in and click the save button. The app automatically tells you what load shedding stage Eskom is on, the times you can expect to start lighting candles and for how long to burn them.

Multiple areas can be added and one can switch between the different stages to see how each one will affect a certain area.

A grid status is also displayed, showing how strained the country’s electrical network is.

Platform: Android and iOS

Expect to pay: A free download

Stockists: Visit the store linked to your device

EskomSePush Load Shedding App

EskomSePush does much the same as the Load Shedding Notifier, but allows multiple cities to be tracked. However, they may just want to rethink the name of the app if they want wider respectability.

Platform: Android and iOS

Expect to pay: A free download

Stockists: Visit the store linked to your device

South AfriCAM

South AfriCAM enables users to add branded stickers and frames from popular lifestyle magazine titles to their posts, including Huisgenoot, YOU, Drum, Move!, TRUE LOVE, Women’s Health and Men’s Health. 

In the process, they can earn JETPoints for their social influence: through the app’s built-in JET8 social currency, users are rewarded for their engagement. For every in-app like, comment, and share, users earn JETPoints, which can be used to redeem products online or over the counter across more than 2 500 retail stores in South Africa. Users are additionally awarded JETPoints for cross-posting onto external social media networks.

Platform: Android and iOS

Expect to pay: A free download

Stockists: Visit the store linked to your device

Click here to read about console quality graphics on a mobile phone, Virgin Money payments made easier, and an app that redesigns the keyboard.

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Drones to drive
Western Cape agritech

Aerobotics is set to change how farmers treat their crops by using drones and machine learning, writes BRYAN TURNER.

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The Western Cape is poised to be a hotbed of innovation in the agritech sector, with drone piloting set to playing a major role in in the tech start-up scene.

This is the view of Tim Willis, chief operating officer of pioneering drone company Aerobotics, a Cape Town drone company recognised as a world leader in agritech.

“Drone piloting is a key skill that feeds into the value chain of the budding 4th Industrial Revolution,” said Willis. “Cape Town and the Western Cape is uniquely positioned to be the melting pot for innovation in the agritech sector, as a leading agricultural exporter and a hub for creative tech start-ups.”

He was speaking at AeroCon, a drone expo organised by Aerobotics and held in Johannesburg this week aimed at providing opportunities for drone pilots to apply their skills in South Africa, and to show how drones are being used to collect data on crops. 

The event was supported by the South African Civil Aviation Authority (SACAA), Wesgro, PROMMAC, MicaSense, and Rectron, among other

“We’re starting to sign up farmers across the country,” said Willis. “It’s exciting because farmers are starting to use drone technology on their farms. When a farmer wants a drone flown, they want it flown [now] so it’s important for us to capture that data as quickly as possible to show that drones are fast and effective.”

According to aerobotics, drone technology can help farmers reduce pesticide use on their crops by up to 30%. The result is environmentally friendly farming, reducing stressed crops and a healthier harvest. 

“We use aerial imagery from drones to recreate a 3D model of every single tree on a farmer’s orchard,” said Willis. “We’ve done this for millions of trees and it starts to give the farmers metrics of what they’re doing. We provide them with the health of the trees, the height, the volume, the canopy area, which enable the farms to make decisions on what to do next.”

Click here to read more about AeroCon and what it offers to those wanting to get into the drone industry.

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