Customer Service Tag

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

“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

“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

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

Contact centres have for long seemed to have a bad reputation; people have dreaded them, while organisations themselves have tended to see them as a strain on their resources. However, advances in technology aren’t only empowering businesses to deliver better, more personalised services that customers are demanding, but it is now also enabling them to turn their contact centres from cost centres to value centres. Historically, call centres seemed like faceless organisations, process-driven and lacking any personalisation, but changing consumer behaviour requires that organisations respond accordingly. In fact, studies now show that the vast majority of customers view the experience a company provides to be as important as its products or services. Customers in the digital age want personalised service from brands, with the ability to initiate and continue conversations across multiple channels and not have to repeat themselves at each

We had previously looked at trends for the year ahead in business communications, and a key feature driving these changes was the need to enable better conversations between organisations and their customers. With this in mind, here are some of the trends gaining in traction that businesses can harness in order to further improve the customer experience - including increased personalisation, improved convenience, multiple payment options and more. Personalisation Personalisation is not new in itself, organisations have long used a variety of business strategies that pursue either operational excellence, product leadership or customer intimacy - or all three combined but with a main focus on one aspect. But today more customers than ever are demanding personalisation and competing on price and product alone is not good enough, with a recent report showing that a third of customers left due to a lack

In a digital world, people engaging with brands increasingly want to be able to have synchronous conversations across multiple channels, in real time. However, without the right integration, this results in a fragmentation of engagements and a lack of visibility resulting in businesses not being able to measure whether they are achieving their service level agreements or not, and more broadly a degraded experience for customers. This was a far simpler prospect in the past when the only way to contact an organisation was to dial a single number that led one to a switchboard operator, who would then transfer the caller to the right people or department, where the call would be logged. Today, a customer could follow up on a query via a WhatsApp chat or a chat widget on the company website; how does a business keep track

With the ability to provide great customer experience (CX) playing a growing role in business success, organisations have increasingly turned to technology to provide this personalised level of service. While traditionally limited to large corporations, the advent of the cloud is now bringing this level of functionality - in a cost-effective way - to small and medium-sized businesses too. South Africans are currently spending well over 10 hours per day online, and want to be able to interact with brands in multiple ways. Rather than just using the phone or email, they want to be able to use the channel they are most familiar with, whether it is through instant messaging, social media platforms or even real time chat (webRTC) on a company website. While this may appear daunting, the quest for improved customer experience is driving local businesses to invest in

The broader acceptance of cloud by local contact centres not only allows for integration with existing business systems, which enables remote or hybrid working, but also brings about the functionality to synchronise multiple communications channels in a single platform. This data-rich environment delights the customer through more personalised service and also ensures that the needs of agents, their supervisors and contact managers are fulfilled. It is no surprise that a growing number of businesses in South Africa are waking up to the fact that they need to provide a great customer experience if they are to stand out in a highly competitive market. They need to offer their clients the ability to engage on a platform that they are the most comfortable with using, be it social media, instant messaging, email or even through the plain old telephone.  As an added benefit,

The high costs of both acquiring 5G spectrum and laying down 5G infrastructure means that immediate huge declines in call or data costs often being mentioned in public circles are unlikely. On the other hand though, the availability of this high capacity, low latency wireless connectivity in South Africa's major urban centres has the potential to open up the possibility of new and exciting technologies in a variety of sectors. 5G in South Africa is still at an early stage, and its wider deployment faces several challenges. While the shorter wavelength of 5G signals means that it can carry more data, it also means that the range is much shorter than that of 4G. Operators will therefore have to spend more money on additional base stations - not only for the initial cost of the equipment, but also to power the