Elevating your customer service experiences to the next level involves forging meaningful interactions and leaving lasting impressions. To achieve this, a solid foundation is indispensable – one built on a centralised database offering a holistic view of customer data.

Innovative technologies, such as call simulation and forecasting models and the integration of video calls, play a pivotal role in this transformation. Also, by empowering your agents to make informed decisions at the right time, you cultivate positive emotions throughout the customer service journey.

At Twimbit, we advocate for delivering exceptional CX through a blend of Digital, Service, Brand, and Employee experiences. In this best practices edition, our spotlight is on elevating the service experience. We showcase companies celebrated for their world-class service, offering insights to inspire others to emulate and become service champions.

1. Transforming customer interactions with omnichannel support and intelligent chatbots

Omnichannel support and intelligent chatbots enable organisations to unlock a new level of frictionless access and convenient experiences for customers. These tools help resolve issues efficiently and take personalisation to a new level. Furthermore, AI-powered chatbots and their hyper-quick data analysis enable businesses to uncover trends and understand customer pain points for better-informed business decisions.

Changi Airport (Travel & Hospitality)

1. Centralised database “Enterprise Data Platform”
   – Offers a unified view of customer data across all touchpoints
   – Processes near real-time data and enables personalised services promptly

• Outcome: Eliminates the need to maintain on-premise IT systems, infrastructure, and maintenance personnel, which reduces costs by 40%

2. Virtual assistant “MAX”
– Low-code: Allows business users to feed the chatbot with updates directly
– Customers can connect to frontline staff via voice or video calls

• Outcomes: Provides users with personalised information and recommendations ; Allows 80% cost savings in developing a new chatbot

Transforming customer experiences with omnichannel support and intelligent chatbots is not just about convenience; it’s about creating a smarter, more personalised, and ultimately a more profitable customer experience.

2. Equip your contact centre with innovative tech

Innovative technologies enable your agents more free time to focus on complex issues and tackle more meaningful challenges that require the human touch. Additionally, automation allows companies to save cost and focus their resources in strategic areas like employee development, data-driven decision making, or personalised customer experiences.

CPF (Government Financial Organisation)

– Identity verification with Singpass when calls are made to the contact centre
– Utilised speech-to-text technology to transcribe phone calls

• Outcome: Reduced average call handling times by 5%

– Video services to guide members through processes
– Natural language processing capabilities identify the right department a query should be passed to
– Forecasting and simulation models to reduce call waiting time

• Outcome: Customer satisfaction increased by 4% to 95% (Contact centre)

By enabling seamless, omnichannel, and proactive support, companies should strive to invest in innovative contact centre technology as it is the next step to empowering agents, delighting customer experiences, and driving profitable business growth.

3. Go the extra mile for your customers

Going the extra mile for customers unlocks a treasure trove of benefits, from building loyalty and brand reputation to making your brand unforgettable and unique from your competitors.

American Express (Financial services)

– “Relationship care” service ethos
– Allows customer care professionals to go the extra step of offering tailored solutions
– Customers feel like they are with Amex and have a strong emotional connection to the brand

• Outcome: Ranked No. 7 on TIME Magazine’s World’s Best Companies 2023

To stand out from a sea of similarity, companies must prioritise proactive customer care. Identify your customers’ unique needs, personalise your interactions, and cultivate genuine relationships. By fostering authentic connections, exceeding expectations, and genuinely prioritising individual needs and values, companies can cultivate passionate brand advocates who drive sustainable and organic growth.