Video: Improve Your Net Promoter Score (NPS)

Elizabeth Tobey, Head of Marketing Digital Solutions at NICE, explains three ways contact centres can improve their Net Promoter Score (NPS).

Three Ways to Improve NPS

For years CX organizations have struggled with how to get their NPS score up. AI is the answer.

1. Upgrade Knowledge Management Systems With AI

One way to increase NPS is by upgrading knowledge management systems with AI. When purpose-built AI is infused across an organization’s knowledge management system, this makes it far easier for employees to search for answers to customers’ enquiries.

Customers want their questions answered instantly and this is the way to do that, leading to happier customers and a higher NPS.

2. Use More Intelligent Bots

Another way to increase NPS is by using more intelligent bots. These kinds of bots are infused with purpose-built AI, and built with guard rails around brand language.

This means bots will answer customers right away with a relevant, appropriate, and conversational response, leading to a much faster resolution.

Customers continue to crave more robust digital self-service, this addresses that need.

3. Proactive Engagement

And lastly, proactive engagement is another great way to boost NPS. More organizations are using proactive outreach to connect with their customers, and this is especially true for customers that don’t normally interact with a brand’s customer service.

Organizations can use proactive outreach to remind customers about an upcoming service renewal. This can also be used during times of emergency, like letting customers know about a power outage or an evacuation order.

AI helps organizations personalize these messages to customers, and helps organizations know when they need to reach out. This is a great way to build customer loyalty.

With thanks to Elizabeth Tobey, Head of Marketing Digital Solutions at NICE, for contributing to this video.

If you are looking for more great insights from the experts, check out these videos next:

• Top Tips to Optimize Occupancy and Utilization
• 3 Ways to Measure Customer Emotion in the Contact Centre
• How to Create ‘Super-Fan’ Customers
• 4 Examples of Customer Service Empathy Statements

Author: Guest Author
Reviewed by: Robyn Coppell