The day after the in-store experience, Monument Outdoors sends the customer a request to complete a short survey – again over a direct message on Twitter. It is the channel of the customer’s choice after all!
The ITR solution can analyze the free-form responses and provide aggregated feedback on sentiment collected through this survey.
The customer is now using Twitter as their primary interaction channel and wants to check on the status of their order.
By using context cookies and tapping into CRM or order management systems, we can determine that they have one open order that has not yet been delivered.
Since there is still another day until the delivery is scheduled to take place, we also provide a URL for the customer to easily check the most up-to-date tracking information.
Finally, customers are likely to have additional product assistance needs post-sale. These can include requests to return the item, contacting technical support or general usage questions.
The system integrates with a knowledge base to answer common questions.
All of these are opportunities for another round of personalized engagement. In this case, the customer has never used cast-iron cookware before and wants to know what they need to do before using them on the camping trip.
Providing tutorial videos that keep the customer on Monument’s website allows them to begin the engagement cycle again with the opportunity for cross-sell of more cooking products.
When the automated script doesn’t know an answer, it can involve a live agent from the contact center to help out.
Integrating the Twitter channel with the contact center, finding out waiting times for the relevant queue, and setting the right expectations is key in providing excellent end-to-end customer service.
Monument Outdoors clearly shines here, as self-service cannot be a silo and must be backed up with live assistance when the customer asks for it.
Automated Self-Service Script
Agent-Assisted Live Dialog
Hi, this is Marvin from Monument Outdoors. You have a question about how to take good care of your new cookware?