Analyst group Gartner predicts that by 2020, the customer will manage 85 percent of the relationship with an enterprise without interacting with a human. That means enterprises need to pay immediate attention to their contact centers.
From banks and retailers to emergency services and logistics companies, the contact center has evolved over the past few years. Distinct from call centers that purely handle telephone correspondence, contact centers have a variety of roles that combine to provide an all-encompassing solution to and customer contact. And customer contact is at the forefront of customer service.
Businesses are losing approximately $1.6 trillion due to bad customer experiences. More worryingly is that while the IVR accounts for an astounding 27 percent of the total call experience, only seven percent of organizations currently offer an IVR solution that delivers a better experience than their live agent experience.
For those companies that use a contact center, it's not just customer service that has to be considered. With more than 50 percent of calls requiring identity verification, US contact centers spend more than $12 billion annually verifying the caller is who they say they are.
So how can location help?
- Location cuts the costs of identity verification by automating the process.
- Location from LocationSmart is source-agnostic. That means if your customer is calling from a landline phone, a feature phone or a smart phone, their location can still be verified.
- Using location instead of user input streamlines the process of getting the correct information the first time around.
- In an industry where two-thirds of organizations view access to real-time or nearly real-time metrics as a very important capability, location is at the top of the class delivering real-time data back to the end user.
- It adds value to the customer which multiple uses including finding a nearby store, obtaining roadside assistance, tracking a valuable package, checking traffic conditions and time tracking.
If you're interested in learning how to use location to improve your contact center, please visit our efficiencies page.