Spixii

We are pleased to announce that Spixii is now a signatory to the Pledge to Net Zero,. We have made a clear commitment to deliver a greenhouse gas emissions target in line with a ‘well below 2°C’ climate change scenario.

Learn about the fascinating journey of how a large insurance company augmented a core process from being 100% reliant on manual intervention to a 24/7 self-service. buff.ly/3JkJ43t

When using a conversational self-serve, the waiting time is zero as the chatbot executing the high-value process is expected to be always on. Learn more about it in our recent white-paper on how to deliver expert customer service immediately, consistently and around the clock.

Call volumes are higher and more complex than before, while companies find themselves struggling to find talent and train them to proficiency at pace. Source: McKinsey, The state of customer care in 2022, buff.ly/45hbPHV

"Younger individuals crave autonomy. When it comes to interacting with service providers, 70% of younger buyers said that they try to use bots and self-service tools and avoid dealing with sales agents (BCG)" Source: BCG, buff.ly/3OMnh5w

Customer service operations experts possibly deliver the most impactful interactions from businesses to individuals (Spixii)

💡Why would customers spend time providing detailed feedback if their experience is good? Because they will start to care for the businesses they interact with to improve if these businesses value them in the first place with superior customer experience.

The perfect read for this weekend! Our new white paper is finally released. In this white paper, you will discover how to deliver expert customer service immediately, consistently and around the clock. buff.ly/3RAiLvn

Having learned the importance of resilience, how can we build more resilient businesses and roadmaps? How can we ensure that the unexpected arrival of another pandemic or a similar catastrophe will not throw us and our businesses off course? buff.ly/4a2dEub

Innovation or Transformation? The main difference between innovation and transformation is in the impact they create. Explore the subtilities in our blog buff.ly/3TTPUDf

McKinsey survey found that "The top reason for automating is concern about the effectiveness of organizations’ business processes. The second most common reason for automating processes is to improve experiences for customers or employees " buff.ly/3TzFKr3

High-value queries are not solved through website content or automated FAQs but require experts' business decisions

Interesting finding from BCG "Younger individuals crave autonomy. When it comes to interacting with service providers, 70% of younger buyers said that they try to use bots and self-service tools and avoid dealing with sales agents. buff.ly/3OMnh5w

Time-poor and tech-savvy, customers are exigent, and the notion of the immediate answer is not a caprice but a way to deal with all the things to do in their lives.

Why customers would spend time to give detailed feedback? Because they will start to care for the business they interact with if these businesses valued them in first place with superior customer experience.

What is the common denominator of high-value queries? They all require the business to make an important decision about the product or service provided to customers This decision has to be logged in the core system.

In customer service operations, the lack of flexibility to execute processes differently actually becomes the advantage to innovate because well-defined processes represent the basis for automation.

"Companies are looking to shift from a transactional to a solution-oriented interaction during the live, complex calls that matter most to customers. The state of customer care in 2022 buff.ly/45hbPHV

Continuous improvement is an ongoing effort to improve: 1. Products 2. Services 3. Processes This can be achieved through incremental and breakthrough improvements over time, to increase efficiency and quality.

Consistency is hard to achieve for humans. This is due to various factors such as: - distractions - lack of motivation - shifting priorities. Our brains are constantly bombarded with information and stimuli, making it challenging to consistently focus on a particular task.