Service Experience Management (SXM) is transforming customer and employee experiences within digital interactions to attain new levels of enterprise-wide business value. While that sounds impressive, what does it really mean? It means that customer experience (CX) and the employee experience (EX) of contact center and field service employees no longer need to be siloed activities. New technology that works to change service processes and the way customers and support personnel interact create new opportunities for engagement and collaboration that is appreciated and remembered.
Personalize Your Support
Customers at all levels desire a personalized interaction. McKinsey & Company reports that 71 percent of consumers expect companies to deliver personalized interactions, and 76 percent get frustrated when they don’t receive them.
Tailoring discussions between support personnel and customers is a powerful customer experience driver. The challenge, to date, is that it’s difficult to accomplish. Enabling support employees with real-time customer information is being done with varying degrees of success. However, dynamic customer conditions with system integration and cost considerations frequently default customer support dialogs toward tedious Q&As.
SXM takes advantage of augmented reality (AR) technology for real-time personalized engagement that is visual, contextual, and touches upon emotional drivers of success and loyalty for service employees and customers. See-What-I-See visual awareness for contact center agents and remote field service experts inspires empathy for every interaction coupled with ownership to resolve an issue or avoid a problem with predictive intelligence.
Customers who engage in highly immersive augmented reality collaboration appreciate personalized understanding and direction that memorable and frequently shared beyond the service engagement. Contextual awareness and guidance via AR interactions elevate the customer experience (CX) beyond what was previously possible.
Engage Your Employees
The employee experience (EX) benefits, as well. Remote support experts using augmented reality embark on a new “we are in this together” visual collaboration. Contact center agents can immediately express what amounts to “data supported empathy,” inspired by a richer understanding of what each customer is up against. Perhaps just as important, the employee experience is elevated with access to graphical tools that empower employees to own immediate action and resolution, which also enhances job satisfaction.
The confluence of empathetically effective employee experiences with enthusiastically engaged and remembered customer experiences is what makes Service Experience Management a transformational opportunity. Ease, effectiveness and especially emotion will be positively impacted with augmented reality engagement. This is where brand differentiation comes into play with augmented reality technology that fundamentally takes customer and employee engagement to a new level.
Meet, or Exceed, Your Goals
Bottom line results are also improved. Typical SXM ROI indicators fueled by augmented reality include cost savings by increasing remote solve rates and reducing technician dispatches. Sustainability proof points are also attainable, including reduced carbon emissions by eliminating truck rolls through better remote solve rates gained from AR support interactions.
Now is the time to explore adding AR and SXM to supercharge your customer support organization. Begin by identifying the use cases that will most directly benefit from enhanced visual guidance. Include members of your customer service and customer experience teams when evaluating Service Experience Management opportunities.
Looking for more ways that SXM can transform your service experiences, better engage employees, and improve your business outcomes? Download your copy of our Service Experience Management whitepaper.