Recorded Webinar: How to Build an Effortless Customer Experience


Reducing Customer Effort has been shown to improve customer satisfaction and improve customer loyalty.

In this webinar we looked at a range to techniques to make customer service and customer care effortless.

Agenda

  • Introductions – Rachael Boynton, Call Centre Helper
  • Dr David Naylor, Humanotics
Webinar Slides: How to Build an Effortless Customer Experience by David Naylor

Click here to view the slides

  • Michael Johnston, Interactions LLC
Webinar Slides: How to Build an Effortless Customer Experience by Michael Johnston

Click here to view the slides

Topics to be discussed

  • Reducing Customer Effort
  • Customer Effort Metrics – including the Customer Effort Score
  • Spotting and Changing Processes
  • Customer Self Service
  • Reducing repeat contacts
  • Quick wins to reduce customer effort
  • The role of technology in delivering effortless customer care
  • Use of Artificial Intelligence
  • Robotic Process Automation
  • The role of chat bots
  • Top tips from the audience
  • Winning Tip – “Love the idea of EES (Employee Effort Score) – we are in the process of streamlining our customer surveys – we currently ask 15 questions and are going down to 5 or less. Love the idea of asking our staff how easy it was for them to resolve the customer query.” thanks to Lucy17

Original Webinar date: March 2018







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