CX for Heroes A new way to transform your business - Netcall
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CX for Heroes A new way to transform your business
The root cause
of bad customer
experiences
Customer expectations are on the rise. It’s
now at the top of every CEO’s agenda and
it’s become the number one differentiator
for brands.
Forrester says that good CX means that
people are 5 x more likely to recommend
and more likely to purchase in the future.
It won’t be long until CX overtakes price and
product as the key brand differentiator.
Digital technology has brought
businesses and customers much
closer together.
Those who have capitalised on this have become
the most successful (and wealthy) organisations
the world has ever seen.
A first-rate CX is now expected by customers.
Brands like Uber, Amazon and Monzo set the
gold standard.
But, when was the last time you enjoyed a
satisfying, joined-up customer experience?
o
If everyone’s s
n c u st o m e r
focused o
p e r i e n c e, t h i s
ex .
h a p p e n i n g
shouldn’t be
The CX Disconnect
There can be a disconnect between the experience you provide and what
customers expect.
This can be exacerbated by inflexible legacy systems, inability to embrace
new technologies, the skills shortage and long IT queues. As a result,
serious issues remain unresolved and customer experience suffers.
Bridging the CX Disconnect
Improving customer experience seems simple: invest in the teams that
face your customers - marketing, sales and service.
But your customer experience doesn’t just depend on the people dealing
with customers everyday. It depends heavily on processes and technology.
That means it depends heavily on the people behind the scenes - IT people.
This is the CX Disconnect A huge gap between IT and business In most businesses, IT and the rest of the business don’t share the same priorities. So when a tech-related CX issue arises, IT will ignore it or delay the ticket. Not because they don’t want to solve the problem, but because they can’t. They’re buried under heavy workloads and don’t have the time or resources to get involved. As a result, serious issues remain unresolved and the customer experience suffers.
We exist to fix this problem
Introducing the Liberty Platform
An all-in-one customer experience platform with three solutions
Low-code for all - A complete contact An omnichannel
build, test and launch centre solution conversational
without coding messaging platform
Liberty Create Low-code software for business users and developers. Unite your innovators on one system to improve processes and build better customer experiences.
Accelerate app development with our low-code solution
Blistering speed Anyone can use it
- Build full stack apps 10 times faster - Designed for business users
- Simple drag and drop UI - Easy to use
- Powerful business process automation engine - Turn anyone into a developer with 3 days training
Go with the flow Devs we’ve got you covered
- Adapting apps is just as easy as building - Tools for career developers too
- Re-jig components, add functionality - Web-based IDE, syntax highlighting, function
- Create dashboards, run reports autocomplete, debugging and logging
Try Liberty Create: See how easy it is with a free test drive
At netcall.com/try-create you can try Create for yourself with a 30 day demo account and access to
e-learning. Or, check out our Community to see our AppShare, technical notes and product demos.
“It is amazing, it’s so agile. Within weeks you
have something tangible that you can test,
use and iterate in real-time.”
-
Network Rail
Unleash CX Innovation with Liberty Create
IT has always had a crucial but This is where low-code IT gain a lot more time to
undervalued role in building comes in. focus on the rest of the
great customer experiences. to-do list.
Responsible for the tech Low-code is a new form of
behind key touchpoints, they process automation software Your business can create
are expected to build and that lets you share the a lot more apps, and improve
improve the infrastructure that development burden. a lot more processes. Faster.
supports critical CX-related
processes. This is a huge ask. Now, citizen developers can This is an all-new way to
take on a lot of the application improve the customer
Unsurprisingly, it’s a build work required to experience that severs the
challenge for IT Teams revolutionise processes. constraints that restricted
to meet the required your productivity.
So, if someone on the
standards. Services Team notices that Finally. You have the freedom
the customer on-boarding to ramp-up innovation
After all, customer-related
process is flawed, they can without worrying about the
tasks are just a small fragment
spin up a solution themselves. consequences.
of the workload. It’s difficult
to keep up with customer And IT don’t lose control or
expectations that are always visibility. Every app is built in
changing. You can’t just rip a strictly–controlled environment
and replace key infrastructure and vetted before launch.
on an ad-hoc basis. CX may
be important but it’s not worth
disrupting and crippling your
entire business.
“Low-code has given us the tools we
But you do have to do
something. Especially as needed to build a team who can tackle our
CX starts to creep up the challenges. We’ve seen significant time and
boardroom agenda. cost savings from adopting this approach.”
-
Hampshire Trust BankLiberty Converse An omnichannel contact centre solution built with the customer in mind. Polish your customer experience and amplify agent performance.
Improve service and agent performance with our contact centre solution
See everything from one screen Unify channels
- Incoming calls - Bring all channels together in one feed
- Team performance - WhatsApp, voice, email, SMS, chatbots
- Every call recording - Agents can deliver truly joined-up CX
Ready made responses Call in help
- Brand control in tricky situations - Agent option to call for backup
- Pre-written snippets for agents - Supervisors can listen in or join a call
- Rapid response to customer queries - Agents can get advice without breaking stride
Report on what matters Keep an eye on quality
- Supervisors can build their own dashboards - Set up SLAs and match to specific tasks
- Analysis on anything - Send tricky calls to more skilled agents
- See it all as a graph, by agent or at a glance - Create surveys and scorecards
“Netcall has delivered on its promises. Not
only does the product do what they claim but
they have kept to challenging timescales and
were constantly responsive, rapidly resolving
problems and delivering to exact timescales.”
-
BT RetailCommand the Conversation
Customer expectations move This invaluable context Imagine if every
fast. Many channels and empowers agents to deliver customer interaction
devices are in play. better experiences. They’ll follows this pattern.
Delivering effortless, handle many interactions
consistent and personal across all channels. The benefits are huge.
service that stands out from Performance increases, agent
the crowd is hard. Really hard. Management teams benefit productivity rises, retention
from real-time performance rates spike and sales soar.
Right now, businesses can information at their fingertips.
choose between multichannel The future is omnichannel.
and omnichannel. Soon The customer doesn’t have Liberty Converse is designed
there may be no choice. to repeat themselves or get to help you add value to every
passed between agents. customer journey. Regardless
An omnichannel contact Instead, they have a useful of how and when customers
centre incorporates all conversation with someone choose to connect with you.
communication channels that a who can answer their It’s a true omnichannel
customer can use to engage a questions in the moment. contact centre solution.
business. It ties these channels
together into one queue.
Multichannel will include some
channels, but won’t integrate
them into one queue and may
not incorporate all of them.
Why integration matters.
Give your agents a single view “The system is flexible and easy to use,
of customer interactions. manage and maintain. Converse also provides
They can see who the
customer spoke to previously,
detailed reports and immediate visual
the channels they used, information which helps us to proactively
when and what was said. manage overall call handling.”
-
Heart of England NHS Foundation TrustLiberty Connect Our omnichannel messaging solution lets you connect your favourite business tools to almost any communications platform – WhatsApp, Facebook Messenger, Twitter DM and more.
Integrate with any messaging platform using a single API
Start chatting See the whole conversation
- Chat with customers direct from your website - All customer interactions woven into one thread
- Agents can respond in the moment - Whichever agent picks up a new customer
- Choose from a range of ready-to-send replies message, they have the context to continue
Access the latest platforms, instantly Bring in the bots
- New messaging platforms that emerge will - Bring chatbots into the mix
automatically be rolled out in an update - Automate conversations and interactions
- Agents focus on the message, not the medium - Agents can focus on more important tasks
Chat 2.0: The asynchronous revolution
- Customers can drop in and out
of the conversation at their leisure
“Liberty Connect has transformed how we
handle social media messaging. It’s easy to
use and our customers love the service they
get. The agents love it.”
-
Together Housing GroupConnect and Conquer
The definition of great But you do have to deal with That’s why we’ve expanded
customer experience these things. our product portfolio – to help
hasn’t changed in 100 years. customer-focused businesses
And the trend for channel become more flexible.
Maybe more. It just means convergence isn’t
meeting customer expectations. slowing down. Liberty Connect lets you
bring almost any digital
When your grandma walked New channels emerge all channel into the mix.
into her favourite greengrocer the time and delivering a
she expected helpful service, consistent, seamless, unified Social media, chat and IM
empathy and a smooth messaging service only gets messages can be managed
customer journey. We’re still more difficult. You need the alongside traditional interactions
looking for exactly the same ability to move fast and adapt in just one system – every
things – whether in a grocery to change on the fly. channel in one conversation
shop, visiting a bank’s website on one user interface. Your
or ordering food from an app. team can meet customers on
their own terms and spark
What’s changed is the nature conversations based on rich,
and volume of customer up-to-date interaction data.
touchpoints. There used to
be a handful of channels,
now there are hundreds.
Your grandma’s greengrocer
wasn’t dealing with thousands “Customers receive the same level of service
of customers and hundreds of regardless of the channel they used to
enquiries all at once. He didn’t
have to stay on top of rapidly- connect with us, and they can chat in realtime.
evolving digital platforms that Our favourite feature is Snippets, which
create new challenges on a make our agents more efficient, ensuring our
regular basis. He never had
to consider multi-channel responses are consistent and accurate.”
marketing, or how delivering
seamless, streamlined
-
customer experience can Together Housing Group
make or break your business.You have the
right people...
Over 600 organisations in
financial services, insurance, local
government and healthcare use our
Liberty Platform to make life easier
for the people they serve.
Our solutions allow customers to
make big changes fast – without
creating work for IT, blowing the
budget or replacing core systems.
They can radically improve the
customer experience without
launching big, expensive
transformation programs.Give them the
right tech...
Imagine the possibilities
With the specialist skills and
knowledge that your teams possess,
imagine the possibilities if you give
them the tech and the power to
re-imagine the systems that are
holding them back.
That’s our mission. To make peoples’
lives easier – whether that’s agents in
the contact centre, stressed-out IT
managers, customers or NHS patients.
Our technology allows our customers
to make a serious impact on their
own markets.
Our proudest moments are transforming
the performance of NHS trusts and
councils and solving those annoying
issues that make people lose faith in
banks and businesses.About Netcall “They understand how to foster collaboration between developers and business people really, really well.” - John Rymer on the Forrester webinar: Two Forrester WaveTM Evaluations On Key Categories Of Rapid Development, March 2019
We focus on the people behind the scenes,
the customer-facing and IT talent who build and
deliver customer experiences.
Our tools help them solve operational issues
together, one bad process at a time.
Now it’s your turn.
“Our services can now act on issues, faster
and with more accurate information, which
means that we can get things resolved, faster.”
-
Royal Borough of Kensington & Chelsea CouncilLet’s talk
www.netcall.com
0330 333 6100
hello@netcall.com
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