When it comes to intelligent self-service, we’ve distilled billions of customer interactions and two decades of experience across thousands of customer deployments into these five key principles for building passionate, lifelong customer relationships.
From the moment a customer connects, differentiate your organisation by making the self-service experience natural and effortless. Replace the frustration of passwords and PINs with the ease of Voice Biometrics. Reduce unnecessary button-pushing and typing by starting every interaction – whether on the phone, your website or mobile app – with a simple question: “How may I help you?”
Learn about the Nuance solutions that can make the first point of contact intuitive for your customers.
Infuse your self-service interactions with the warmth and ease of a human encounter by recognising when a customer is responding to an outreach notification – and then effortlessly continuing the dialogue within your IVR. Enable a natural interaction with your system through a conversational interface that understands your customer’s intent, not just their words.
Learn about the Nuance solutions that can turn self-service into a conversation for your customers.
Recognising your customers and engaging with them according to their preferences communicates their importance and improves your results. Create relevant experiences by personalising self-service, addressing customers by name, in their language of choice and communicating over their preferred channels. Go one step further and capture implicit preferences, leveraging previous behavior to design optimal engagement strategies.
Learn about the Nuance solutions that can make every experience personal and contextually aware for your customers.
From appointment reminders to flight updates, from past due notices to information about loan refinancing, customers expect companies to proactively engage with them, anticipating the data they want and providing it when and where they need it. Leverage your mobile applications, outbound communication channels and the options you present incoming callers as opportunities to create targeted self-service experiences.
Learn about the Nuance solutions that anticipate the needs of your customers.
While many people have a customer service channel they prefer – web, mobile app, phone call, etc. – most will use more than one to accomplish a single task depending on the situation. In doing so, they expect the ease of use and level of service to be constant. Implement foundational technologies like Natural Language Understanding and voice authentication across channels to create a truly consistent brand and customer service experience.
Learn about the Nuance solutions that provide consistency across service channels for your customers.
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5 Must-Do’s for Delivering Self-Service Magic
Learn how to win customers for life through intelligent, engaging self-service.
What Do Customers Want?
More outreach from companies like yours. New research reveals which customer service messages are most desired by consumers and on which channels.
Best Practices in Self-Service
See how to deliver intelligent interactions that work the way your customers do.
Follow our progress in reinventing the relationship between people and technology.
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