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Customer Experience Tag

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More businesses are seeing the benefit of using digital channels to engage with their customers, and there is a growing interest in the use of AI-powered technologies in order to enhance the customer experience and improve efficiencies. However, what needs to be kept top of mind is that while it is easy to enable more channels of communication, a failure to align with backend processes can easily result in a poorer experience and further frustration for customers. I recently had a poor experience when interacting with a brand through WhatsApp. While the advertised promise was one of a quick signup within the messaging app, this was not possible, and I had to first engage with a sales agent via the WhatsApp chat, and then, after this interaction failed mid transaction, revert to a voice call where I was placed at number

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Today’s customers are demanding for personalised engagements with brands on the channels of their choice, and organisations have had to respond by investing in technology solutions to meet these needs. Companies making the change to omnichannel environments are often still held back by defaulting to using traditional channels such as the telephone and email, and need to look toward developing living customer journey maps in order to optimise touch points, personalise engagements, drive innovation and enhance customer experiences. There is a wealth of resources online around customer journey mapping, but at the very basic level it is about an organisation putting themselves in their customers’ shoes and looking at what experience they have with the company. Through user personas, businesses can build a view of what a typical customer will have to go through when they interact with the brand, right

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Case Studies

Zestlife is a financial services provider that offers insurance products to the public, including gap cover, dental cover, Assetlife Credit Protection, Assetlife Switch and Save, HealthMax medical aid services, cancer cover and road accident cover. With such a wide and comprehensive array of insurance products, Zestlife has built its business on being passionate about its customers and treating them fairly. This requires efficient and effective management of customer communication and engagement. Understanding a contact centre A contact centre is pivotal to customer experience and satisfaction as it is where customers interact with the business. The goal of every interaction should be to connect customers with the correct agent, who has context and the right knowledge to successfully resolve queries. A contact centre manager plays a crucial role in the organisation by ensuring everything runs as it should, but also to optimise operations

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In an era where good customer experience (CX) is key to attracting and retaining customers, businesses are turning to omnichannel solutions to ensure seamless engagements across all communications channels. However, with complex integrations, sound processes and customer journey mapping becoming more crucial, businesses should look to partner with a Managed Contact Centre Service provider that can walk the journey to enhanced CX with them. With a managed contact centre service, businesses are not just given some software and then left alone to figure it all out. The right technology partner acts in the interest of the customer, and cares about how they can enable better quality conversations between organisations and their customers.  A further benefit of taking the managed service approach is that the provider will work with the business to slowly expose its customer-facing people to additional channels and work with

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With customer experience (CX) becoming crucial to winning and retaining customers, companies are having to invest in omnichannel solutions in order to maintain their advantage. To help businesses gain the most value out of such platforms, Telviva delivers its contact centre solution as a managed service, rather than just a subscription for a software suite.  Delivering good CX requires more than just software; increased personalisation is key, while there are also compliance and regulatory requirements to be met as a result of working with personal information. As a managed service, companies can draw on Telviva’s extensive experience in deploying contact centre solutions and locally developing integrations with a variety of back-end systems, which is crucial to enhancing the customer experience. Businesses and contact centre operators also stand to benefit from dedicated local support teams and proactive support. Telviva's Managed Contact Centre as

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Looking forward to the year ahead, it has become apparent that beyond just having their business systems and communications in the cloud, businesses will need to put in place a plan to leverage generative artificial intelligence (AI) within the organisation, or they will be left behind by competitors. Other trends on the horizon include a changed approach to securing talent, personalisation at scale, more remote and distributed work, a growing focus on customer experience and more. An obstacle holding businesses back has been the migration process to the cloud, which can be complex for larger businesses, but they will ultimately have to make the move, ideally through a multi-year process that sees some processes being shifted to the cloud and bridged with legacy systems. Once they have the foundation in place, they can look to harness the trends that will help

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In today's business environment, delivering a good customer experience (CX) has become the baseline. Yet, there are so many communications channels and tools available, where do organisations even start? It comes down to identifying where their customers are, before gaining the necessary insights in order to drive sustainable change that brings about business success. Retaining customers becomes especially crucial in the prevailing tougher economic conditions. Think of it, a business puts much effort and resources into winning customers and it is equally important to continue to deliver a good quality, personalised customer service in order to retain these customers. This is easier said than done: while 4 out of 5 organisations consider themselves to be customer-centric, only 1 out of 5 customers think that the brands they interact with are customer-centric.  This shows a stark disconnect between how the two parties view

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Case Studies

“We wanted to adopt technology that not only helps us enable remote working, but also drives improved collaboration, and gives Garrun Group the ability to service our clients in a more efficient manner. Beyond that, the Group can rely on Telviva for support, and it is even better when we can bring our combined experience together to solve challenges. Telviva took all the frustration away, with their teams going the extra mile when it came to support - a truly outstanding achievement. ” Riyaadh Saloojee Garrun Group's IT Operations Manager Customer: Garrun Group Industry: Insurance Garrun Group background In 1994, The Garrun Group was formed and embarked on an acquisitions-oriented growth strategy, which led to majority shareholding in several regional and specialist brokerages. The company's country-wide footprint consists of a holistic infrastructure of technical knowledge, skills and superior systems as well as a fully comprehensive range

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“We are on a digital transformation journey - we have grown with technology and have been an early adopter in many cases. The ethos of Intercape and Telviva are the same. Telviva has the right mindset of being able to fix things; if there is a problem, they are on it. We selected Telviva because they are a Tier 1 provider and not just a reseller - they have their own infrastructure and engineers and are in a better position to meet our unique requirements or solve any issues.” Ivor Kettles Chief Information Officer at Intercape. Customer: Intercape Industry: Transportation Intercape Background Intercape strives to improve the mobility of people across Southern Africa and to be their intercity transport operator of choice. As such, the company is dedicated to delivering a safe, dependable and affordable road transport service to all people. Due to the nature of

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Where previously businesses just relied on phones and email to engage with their customers, the shift toward being more customer-centric has seen organisations add more communications channels to the mix. The latest is to use instant messaging, primarily WhatsApp, though this can lead to added customer frustration and damage to brand reputation if not implemented and managed properly. WhatsApp is by far the world's most popular instant messaging platform with around two billion users globally. It is also the most used social platform in South Africa, with over 90% of the country’s internet users aged between 16-64 using the platform each month, and as such it is no surprise that businesses are turning to WhatsApp as a means of communicating with their customers. Bringing transparency to WhatsApp chats and groups This at first created challenges around the informal use of WhatsApp by company