Cooldimi solution for Customer Experience

Kuldip Pabla is the co-author of this blog

CX (Customers Experience) 

We think we know what it is, at least it has a definition in Wikipedia:

In commerce, customer experience (CX) is the product of an interaction between an organization and a customer over the duration of their relationship. This interaction is made up of three parts: the customer journey, the brand touchpoints the customer interacts with, and the environments the customer experiences (including digital environment) during their experience.

A good customer experience means that the individual's experience during all points of contact matches the individual's expectations. 

A Customer Experience is part of the almost infinite number of human experiences. A negative CX creates pain in customers. Here is a tweet

Where there is anger, there is always pain underneath.
--Eckhart Tolle

— The Human Experience (@thehumanxp) March 20, 2017

CX is broken across industries

The article 5 Companies People Hate Calling  features Comcast, ATT, Wells Fargo, Time Warner Cable and Dish Network. We read

• If you want an exercise in banking futility, call Wells Fargo. 
• ATT had the dubious honor of ranking number one among all companies in a survey asking subscribers which companies have the worst customer service in the country.

You can read what the article says about the other companies. The Customer Experience in these companies is a journey through anger and pain.

Top management is aware.  Their real intention is to "manage the customer experience" (as Gartner describes the process).

At  Comcast, after One Year in to Comcast’s Massive Customer Service Overhaul  there is no real improvement. 

The scores are still low. And, Comcast’s gains might be due to their initiatives or it might be attributed to the Hawthorne Effect, where the mere act of looking at something more closely makes it improve.

Comcast's treatment for a  low CX was misdiagnosed. They did not develop a customer-focused vision and there is no awareness of the new Artificial Intelligence and Chatbots technology

Improving the CX  and eliminating customer pain

This is exactly what Cooldimi does

The following diagram shows the details

How Cooldimi Platform improves the CX

Most call centers assign one customer representative per customer, as you see in the top part of the diagram. If we have three customers calling at the same time, customer number four will wait. The wait times are longer and longer as traffic increases. Once the customer reaches the first level CR,  the person just starts collecting basic information and decide to pass to the next level, who may be not (and often she is not) the right person. There is enough wait time accumulating to breed anger and frustration

The lower part of the diagram shows how AI chatbots work in customer interaction. First, the chatbot responds immediately, there is no waiting time. If properly trained, the AI chatbot handles the salutation, standard small talk and collects all the data.

The Cooldimi platform uses chatbots to do the heavy lifting. One human CR can service now 10x or more customers and keep them happy

Research has shown nearly half of people do not mind chatting with chatbot, as long as the conversation is taken over by a human later on. Each interaction of the bot uses the Knowledge Base of answers and at the same time updates it real with latest information

Sentiment Analysis

Monitoring customer satisfaction real time

Cooldimi Platform displays the customer satisfaction. In previous blogs, we talked about happiness factor. In large companies there is no human contact face to face among employees, management and customers. There is no personalization and this goes against human nature.

The diagram shows a customer, well identified, starts scoring low and falls in the red area;  the company takes immediate action and  brings her back to the yellow area

This is how Cooldimi manages the CX (Gartner's terminology). CX is an asset making money and improving profitability

Changing the culture

This can not be done overnight and it can not be done, from inside the company 

Changing an organization’s culture is one of the most difficult leadership challenges. That’s because an organization’s culture comprises an interlocking set of goals, roles, processes, values, communications practices, attitudes and assumptions.

The elements fit together as an mutually reinforcing system and combine to prevent any attempt to change it.

What we say  we do is visible. What we really do is based on inertia

It has to be done from outside. AI Bots for big businesses for Customer Experience are almost exclusively offered by startups  

We can help  turn a big ship around. We plant a nucleus based on AI and grow it up until a new standard of CX  permeates the organization. Changing the CX is the first step.

To avoid customer switching brands, in 2016 almost 90%  of companies compete based on CX