Roojoom - Resolution Capable self-service channels as strategy for sustainable digital acceleration

Common Sense Virtual Roundtable:

‘Resolution Capable’
self-service channels as strategy for digital acceleration

October 20th, Successfully held

Presented by

Here’s what we discussed:

2020 has definitely turned out to be the year of accelerated digital services and self-service technologies, but how can we sustain and elevate this rapidly growing use of digital self-service channels? The answer lies in enabling each of those digital channels to fully resolve customers’ issues without them having to try a second or third channel on their journey to resolution.

Telecom and TV customer service execs had a roundtable discussion on stats, trends, and solutions for better customer experiences and sustainable digital acceleration.

Moderated by

Aviv Goren

Chief Revenue Officer at Roojoom

Aviv is a CX savvy technology expert and visionaire. In his 25 years of incubating innovative technology in high-tech brands and startups he worked closely with leading brands such as AT&T, Bank of America, and others to shape customer journey experiences utilizing AI and personalized video solutions.

Here is what we learned:

2020 has definitely turned out to be the year of accelerated digital services and self-service technologies, but how can we sustain and elevate this rapidly growing use of digital self-service channels?

The answer lies in enabling each of those digital channels to fully resolve customers’ issues without them having to try a second or third channel on their journey to resolution.

Telecom and TV customer service execs were part of a virtual roundtable hosted by Roojoom and discussed trends and solutions for better customer experiences and sustainable digital acceleration.

Highlights from the discussion:

Educating customers about your self-service options is key to adoption.

The voice channel is an excellent place to teach customers about your self-serve options. As they work on solving a problem that has a self-serve option, your associate can let the customer know it’s possible to resolve it in the digital channel when they need the service again.

Deflecting customers from voice to digital isn’t easy.

As much as we would like our customers to change their behaviors, they are creatures of habit. For them, it’s about behavior and expectation. Older customers may be more comfortable calling from a landline. As your customer demographic changes to a younger set, the digital shift will become more natural.

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About Roojoom:

Roojoom Personal Customer Journey platform enables brands to gain control over each customer’s personal journey, by focusing on business goals and objectives while having algorithms and machine learning auto-drive journeys. Thus, shifting the focus from how to run journeys, to what you want to achieve.

Personal Journey Hub™ algorithms assigned to each customer, engage customers through time and across service channels, also by creating a unique personal mini-site for every customer based on their data and where they are in their journey. Machine learning selects the objectives, or journey destinations to drive customers to, optimizing KPIs as well as overarching business goals as customer loyalty and customer value.

Participation in the Virtual Roundtable is free of charge to qualified attendees. Once you’ve completed the registration, we’ll confirm your invitation and send you a calendar invite with a link to the meeting.

If you don’t qualify, we’ll suggest other learning events that may be a better fit for you.

Here’s what attendees at past events have said:

I think it’s really a must-attend event for CX professionals. I’ve gone to other events in the past and this surpasses all of them.

Kimberly Carpenter

Director, Large Business Customer Experience, NRG Energy

A lot of other conferences I’ve gone to are driven off a podium, someone presenting me a solution before they understand my problem. Here I have an opportunity to talk to my peers and learn from them.

Ryan Smith

Sr. Director Care Strategy & CX, GoDaddy

I’m not part of some enormous crowd out there. I’m getting lot of interaction, hearing from people, their own personal stories. Individual examples of how people are leveraging their CX skills in their industry, in their business, in the work that they do everyday.

Nicholas Zeisler

Principal, Zeisler Consulting

Very intimate, Very one-on-one! You are able to really get a lot of candid responses, so we’re getting a ton of value from that and a lot of valuable insights.