Surfly at Enterprise Connect!

Posted by: Tariq Valente
21 March 2022
min read

It’s that time of the year again – Enterprise Connect is back and so are we!

Our executive team will be flying into Orlando for the big show and if you are interested in meeting them, head over to this page to set up a meeting.

Our partnerships in the space continue to grow and we now integrate seamlessly with platforms like NICE CXone, Cisco Webex CC, Vonage, Amazon Connect, Zendesk, Salesforce, Mitel, and more.

Nicholas Piël, CEO

As contact centers transform into customer experience centers and look to adopt more visual channels, leaders in the space are looking to understand how visual engagement can be a key piece of their omnichannel offerings and add value to customers around the world.

It’s key that this area not get overlooked. Zoom just announced the release of its contact center solution, Lifesize acquired Serenova a couple of years ago, and Cisco is focused on merging Webex with its contact center offerings. Also, if we just look at the channels that Gen Z is using nowadays – Instagram, Snapchat, TikTok – there’s a clear preference for more visual channels of communication. 

So, what’s driving this shift? Well, for starters 65% of the population are visual learners. According to Forester, visual engagement allows brands to “cut through the conversation clutter, to be better understood, and to connect emotionally.”

On the flip side, we also see a massive demand for automation. In a world where chatbots are proliferating it is necessary to understand the limitations:

  1. Chatbots don’t do customer retention or create aha! moments that boost NPS
  2. Chatbots are considered ineffective by over 53% 
  3. Chatbots don’t help create an awesome onboarding experience – one of the most important parts of the customer journey 

Live chat tools also don’t cut it. One of our insurance customers recently mentioned that the most common question they get on their chat is “are you a real person?“. Clearly, people who are looking to discuss personal topics about health, family, or home would prefer speaking to a real person rather than a bot. The same goes for discussing financial matters, buying your ideal kitchen from IKEA, or buying that Ferrari you’ve always dreamed of.

For the perfect customer experience, we must find the optimal balance between human and automated experiences, while trying to understand when and where to deploy each. Simple questions can be answered by chatbots, but for complex and personal issues, we need to understand how to empower agents with superpowers that allow them to augment the customer experience. Superpowers like co-browsing, video chat, and real-time document editing enable agents to create a world-class customer experience. 

Our hyper-competitive world has created a crowded marketplace where products have started to look the same, and it is the feeling generated by the service experience that will help brands differentiate. The human touch is essential for this. Long live the human!

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