Customer service is often the only direct experience that a customer has with an organisation. Good customer service builds trust, reinforces the brand, solves problems and, through word of mouth, attracts new customers. As the number of touchpoints for interacting with customers has increased from in-person or phone, to email, social media and chat, the opportunity to deliver on “moments of truth” has increased as well (as have the opportunities to get them wrong). Customer service excellence, in this case, relies upon having a holistic view of the customer, with an up-to-date and accurate picture of current and historical transactions and customer interactions, as well as having the right customer service processes-preferably automated to avoid customers falling through the cracks. Finally, it means being able to provide support over the phone, online, and in person with one voice and consistent information and counselling.
Nubik’s cloud-based solutions for customer service and customer support teams range from the core customer relationship management (CRM) platform that provides a unified view of each customer across channels to purpose-built customer support tools that track and report on interactions over the phone, online, and in person on the customer’s premises. Many of these solutions draw upon artificial intelligence, enabling customer service and customer support teams to identify new opportunities for enhancing the customer experience. They also provide reporting capabilities that enable teams to measure the effectiveness of their support activities and to allocate resources accordingly. To support customer service excellence, Nubik has developed a Service Success Program to help organisations understand the scope and scale of their customer service processes at all levels in the organisation so that they can implement the highest levels of customer care.