What's the number of times the letter "s" appears in:
By
David Vap
| Published: April 28, 2015 | Comments
A recent Forbes Insights study, Modern Customer Service: Are You Outpacing Your Executive Peers? found that 88% of organizations believe they’re making great strides toward delivering modern customer service. Modern, according to the study, is going beyond standardizing service across channels to personalizing customer engagement at every touchpoint.
Is this wishful thinking? Or are customer service executives’ claims accurate? The answer is a bit of both. The study shows that the 415 executives surveyed have made significant progress in areas like self-service and customer support across multiple channels:
However, when researchers dug a little deeper, the study uncovered some challenges. Issues that may have been glossed over by what the study authors refer to as “the Lake Woebegone effect,” named after radio personality Garrison Keillor’s fictional town where “…all the children are above average.”
What are these challenges? They’re a mix of people, process and technology limitations, which prevent companies from valuing customer service as an organization-wide strategy. Some top issues included:
Interestingly, despite these challenges, organizations are entering the brave new world of modern customer service. They are investing in new channels like mobile apps and sites (50-52 percent), web self-service (47 percent) and social media (43 percent)—as well as capabilities like knowledge management (51 percent) and an integrated customer view (51 percent).
They’re also spending more time with customers to learn how to improve the service experience, despite having conflicting metrics like average handle time, which place pressure on agents to limit how long they spend with customers.
With these challenges and investments in mind, how can companies outpace their competitors with modern customer service? Here are a few steps on the road to modern customer service that can help:
The jump from good to excellent customer service is a fairly big one and involves consistent, personalized customer service in every interaction, across every channel. But it can have a huge business impact by helping organizations increase sales, strengthen relationships, and reduce costs.Check out the Forbes Insights survey to read how organizations are taking that leap and seeing results.
David Vap is Group Vice President Oracle Applications Development at Oracle. He is responsible for driving product strategy and product management for the cloud-based Oracle customer service products, and for aligning the strategy for the Oracle customer experience portfolio, which consists of sales, service, marketing, and commerce applications.
Topics:
Customer Experience, Self-Service, Multichannel Contact Center
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I found 185 "s"s in the provided passage.
assistant