Customer service is a fundamental pillar for the success of any company. In the search to offer an exceptional service, there are different approaches: the root cause, which seeks permanent solutions by addressing the trustworthy source of problems, and the one based on workflows, which offers quick and consistent responses based on a symptom that generates a problem.
In this article, we'll explore the difference between these approaches and how Schaman's technology is revolutionizing customer service.
Workflow-based customer service:
Workflow-based customer service involves establishing static workflows structured to guide the customer service process. They pre-establish all the possible symptoms of each known customer problem and define the questions, steps, and procedures that must be followed in a specific order to rule out the possible problems that generate said symptoms until the possible solution is identified by ruling out. This approach seeks to improve efficiency and provide quick and consistent responses to customers.
However, since traditional tools are based on static flows, they have serious limitations in terms of maintenance, scalability, automation, and data analysis, minimizing the ability to personalize care and making it difficult to simultaneously consider different cases for the same problem. Manual processes and off-the-shelf solutions may not be enough to meet the demands of today's customers, who expect fast, accurate, personalized answers.
Root-cause-based Customer Support:
The root cause approach seeks to identify and address the underlying causes of customer problems. The same symptom of a customer problem can have very different root causes that cause it. And only by really understanding which of those root causes is the one that is causing the problem, we will be able to offer an effective and efficient resolution.
Therefore, this approach aims to find the root cause of the problem to solve it permanently and prevent its recurrence. This approach requires a detailed and exhaustive analysis to understand the factors that create the customer's problems. It requires going from the symptom to the underlying cause that causes it.
While the root cause approach is valuable, it requires a clear focus on identifying what is known and what is not. When you know what causes a certain problem, you usually know the best solution. It involves thorough investigations, multi-team involvement, and data analysis.
Root-cause-based Customer Support powered by Schaman:
Schaman is an automatic customer service diagnosis and resolution tool, which removes all the complexities of root-cause-based customer service. Through AI Schaman automatically orchestrates in real time all the systems and data involved in the diagnostic processes necessary to detect the root cause of customer interactions, which also provides automated resolutions to such issues preventing human errors and reoccurrence of such issues. Schaman is configured graphically and intuitively, allowing companies to design, personalize, and tailor the customer experience to their specific needs.
Schaman's technology leverages orchestration and automation to expedite the resolution of simple and complex, technical or business issues; to enable digital channels and automated response systems to handle common inquiries and issues quickly and efficiently, freeing up time for agents to focus on cases that by their nature cannot be automated. In addition, Schaman has advanced data analysis capabilities, allowing companies to obtain valuable information to continuously improve customer service.
Benefits of Schaman's technology:
Schaman's technology offers a number of benefits compared to traditional tools:
- Increased Efficiency: Automation of routine tasks and the ability to provide quick and accurate responses through digital channels improve customer service efficiency. Customizable resolutions allow for faster case handling, resulting in faster response times and higher customer satisfaction.
- Improved Customer Experience: Customers receive fast and consistent responses to their queries, improving their overall experience. Schaman's technology can anticipate customer needs and deliver personalized solutions faster and even proactively, increasing satisfaction and brand loyalty.
- Advanced Data Analytics: Schaman uses advanced algorithms to analyze customer data and extract valuable insights. This makes it possible to identify patterns, trends, and opportunities for improvement in customer service. The platform provides real-time insight into customer interactions, helping companies make more informed business decisions and continually improve their customer service processes; because what is not measured cannot be improved.
- Greater Scalability: Schaman's technology enables businesses to handle growing volumes of inquiries and issues in a scalable manner. Experience design can be easily adjusted and adapted to meet changing business needs, which is especially important in dynamic business environments.
Schaman's technology offers a powerful alternative: with its root-cause approach, Schaman improves efficiency and the customer experience. By adopting this technology, companies can streamline customer service, provide quick and personalized responses, and continually improve their service. Schaman is positioned as an innovative and efficient solution to transform customer service and automatic problem-solving in the digital age.
Do you want to see how it works? Contact us and request a Demo!
