If you enter into the “New Deal,” customer loyalty and sales will increase.
Increased customer expectations for digital offerings, the growing skills shortage with its inherent loss of know-how, and the capabilities of artificial intelligence call for a new kind of customer communication—and they offer the opportunity to present a “New Deal” that sustainably retains customers.
Here´s how it works
1. IDENTIFY LEVERAGE POINTS
What are your key offerings—for you and especially for your customers? And which potentials remain undiscovered? The journey begins with an analysis and customer feedback.
2. MAKE KNOWLEDGE SCALABLE
We work with you to consolidate the organisation’s knowledge within AI systems—and we integrate this tool with your colleagues. Success emerges only through the interplay of humans and machines.
3. YOUR ORGANISATION IS CHANGING
Cost savings are achieved for each offering—and together with customers and employees, new products and services are created, bringing new opportunities and revenue.
WWhat opportunities does the “New Deal” offer your company? Discover them with our ConVerSigns Potential Analysis:
DISCOVER YOUR POTENTIALLOYALTY IS MORE IMPORTANT THAN SAVINGS
Are routine tasks consuming a lot of employee time – and do your customers require your presence 24/7?
Since the advent of the internet and smartphones, customer expectations have changed dramatically. While “self-service” used to be a way to cut costs and shift unpleasant tasks onto consumers, customers today expect to be able to manage their concerns digitally from anywhere at any time—with optimal usability.
84% SEARCH FOR SOLUTIONS ONLINE
The vast majority of customers turn to the internet first when they have questions or problems. This presents a tremendous opportunity to save costs and build long-term customer loyalty—85% consider service to be a key criterion when choosing a provider.
5 MUST DOS IN SELF-SERVICEGOOD SERVICE IS USER-CENTRIC
How do you design a successful digital service? From internal processes? From business goals? The only successful approach is to design the service so that it can be used by non-experts—by the customers—at any time and even while multitasking. You can download a brief guide to the 5 most important “must-dos” in self-service here.
KEEPING KNOW-HOW IN THE COMPANY
Are you losing crucial know-how due to demographic changes and the skills shortage?
Virtually no industry is unaffected by the skills shortage—this includes the service structures within companies. Experienced employees are retiring, and finding new holders of critical know-how is increasingly difficult, if not impossible. How will you ensure that your company still knows what it knows today?
AI AS A SHARED MEMORY
Transferring the knowledge from employees’ minds into an AI database to secure and scale it makes a lot of sense. The biggest challenge is not the selection of technology, but rather the initial training process, the process for updates and optimization, and the integration into the overall company structure.
HUMANS FOR HUMANITY
In a successful service system, employees are not replaced by AI but supported by it. The goal is to integrate employees with customers and AI into a cohesive system where issues are reliably resolved and new opportunities arise. Learn more about opportunities and success factors in the download.
CHANCE „DIGITAL TWIN“COACH AND MENTOR—NOT JUST A “SERVICE BEE”
Help your customers help themselves – and offer them innovative solutions.
Transforming the organisation into a self-service enabler offers numerous opportunities. All customer interactions and outward-facing processes should be designed to be understandable and manageable by laypersons. You become the coach, no longer scoring the goals yourself but organising the game and helping your team—your customers—achieve success with you and, above all, through you. This is the strongest way to enhance customer loyalty and satisfaction.
THE NEW DEAL: GOING TOGETHER
In a customer relationship operating under the “New Deal,” no one retains the role they had yesterday: service providers become coaches, customers become creators, AI ties everything together, and the unimaginable becomes possible.
YOUR PATH TO DIGITAL SERVICENEW PATHS – NEW OPPORTUNITIES
Knowledge and skills within the organisation can be scaled and utilised in entirely new ways when they become accessible from anywhere at any time through AI databases. This opens up opportunities for additional—possibly paid—offerings that create novel value for customers through “human-machine teams.” Our guide to digital service demonstrates how this can be achieved.