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.
Legion gets a pro makeover
Lenovo’s latest Legion gaming laptop, the Y530, pulls out all the stops to deliver a sleek looking computer at a lower price point, writes BRYAN TURNER
Gaming laptops have become synonymous with thick bodies, loud fans, and rainbow lights. Lenovo’s latest gaming laptop is here to change that.
The unit we reviewed housed an Intel Core i7-8750H, with an Nvidia GeForce GTX 1060 GPU. It featured dual storage, one bay fitted with a Samsung 256GB NVMe SSD and the other with a 1TB HDD.
The latest addition to the Legion lineup has become far more professional-looking, compared to the previous generation Y520. This trend is becoming more prevalent in the gaming laptop market and appeals to those who want to use a single device for work and play. Instead of sporting flashy colours, Lenovo has opted for an all-black computer body and a monochromatic, white light scheme.
The laptop features an all-metal body with sharp edges and comes in at just under 24mm thick. Lenovo opted to make the Y530’s screen lid a little shorter than the bottom half of the laptop, which allowed for more goodies to be packed in the unit while still keeping it thin. The lid of the laptop features Legion branding that’s subtly engraved in the metal and aligned to the side. It also features a white light in the O of Legion that glows when the computer is in use.
The extra bit of the laptop body facilitates better cooling. Lenovo has upgraded its Legion fan system from the previous generation. For passive cooling, a type of cooling that relies on the body’s build instead of the fans, it handles regular office use without starting up the fans. A gaming laptop with good passive cooling is rare to find and Lenovo has shown that it can be achieved with a good build.
The internal fans start when gaming, as one would expect. They are about as loud as other gaming laptops, but this won’t be a problem for gamers who use headsets.
Click here to read about the screen quality, and how it performs in-game.
Serious about security? Time to talk ISO 20000
By EDWARD CARBUTT, executive director at Marval Africa
The looming Protection of Personal Information (PoPI) Act in South Africa and the introduction of the General Data Protection Regulation (GDPR) in the European Union (EU) have brought information security to the fore for many organisations. This in addition to the ISO 27001 standard that needs to be adhered to in order to assist the protection of information has caused organisations to scramble and ensure their information security measures are in line with regulatory requirements.
However, few businesses know or realise that if they are already ISO 20000 certified and follow Information Technology Infrastructure Library’s (ITIL) best practices they are effectively positioning themselves with other regulatory standards such as ISO 27001. In doing so, organisations are able to decrease the effort and time taken to adhere to the policies of this security standard.
ISO 20000, ITSM and ITIL – Where does ISO 27001 fit in?
ISO 20000 is the international standard for IT service management (ITSM) and reflects a business’s ability to adhere to best practice guidelines contained within the ITIL frameworks.
ISO 20000 is process-based, it tackles many of the same topics as ISO 27001, such as incident management, problem management, change control and risk management. It’s therefore clear that if security forms part of ITSM’s outcomes, it should already be taken care of… So, why aren’t more businesses looking towards ISO 20000 to assist them in becoming ISO 27001 compliant?
The link to information security compliance
Information security management is a process that runs across the ITIL service life cycle interacting with all other processes in the framework. It is one of the key aspects of the ‘warranty of the service’, managed within the Service Level Agreement (SLA). The focus is ensuring that the quality of services produces the desired business value.
So, how are these standards different?
Even though ISO 20000 and ISO 27001 have many similarities and elements in common, there are still many differences. Organisations should take cognisance that ISO 20000 considers risk as one of the building elements of ITSM, but the standard is still service-based. Conversely, ISO 27001 is completely risk management-based and has risk management at its foundation whereas ISO 20000 encompasses much more
Why ISO 20000?
Organisations should ask themselves how they will derive value from ISO 20000. In Short, the ISO 20000 certification gives ITIL ‘teeth’. ITIL is not prescriptive, it is difficult to maintain momentum without adequate governance controls, however – ISO 20000 is. ITIL does not insist on continual service improvement – ISO 20000 does. In addition, ITIL does not insist on evidence to prove quality and progress – ISO 20000 does. ITIL is not being demanded by business – governance controls, auditability & agility are. This certification verifies an organisation’s ability to deliver ITSM within ITIL standards.
Ensuring ISO 20000 compliance provides peace of mind and shortens the journey to achieving other certifications, such as ISO 27001 compliance.