Improve Your CX and Visualize It—March 2021 Updates

By Jason Wilson

The best brands know that there’s a direct tie between customer experience and revenue. And, as you consider what an interaction feels like from the customer’s side, two pillars to remarkable conversations are often feeling seen and a sense of control.

With the latest updates to our Mindful platform, we take big strides to both of those pillars—while also illuminating the metrics that ladder up to these standout experiences.

Read on to learn more about our new intents feature, callback notifications, digital scheduling, and the comprehensive Executive Summary.

And if you’re looking for even more detail, getting in touch with a VHT expert is just a few clicks away.

Intents: Increase first-call resolution, decrease repeat callers.

Adding intents to callback scheduling allows brands to ask questions that identify a customer’s needs upfront, ensuring that the callback gets to the right agent the first time.

With Mindful, customers can state the exact reasoning and context for scheduling their callback with your brand

Make the customer feel understood right off the bat.

First call resolution is only possible when the call gets to the right agent the first time. Digital Callback Intents are here to help.

Increase customer CSAT/NPS. Customers’ experiences improve when they have great brand responses. Determining a customer’s intent increases the ability to resolve issues on first contact this encourages them to be promoters (NPS) and offer high satisfaction (CSAT) leading to increased loyalty.

Reduce subsequent transfers. Mindful reduces customer frustration and churn for a simple reason: No one wants to be transferred multiple times. When the system is set to understand what a customer needs, the right agent connection can be made the first time. That means fewer transfers, lower costs, saved time, and happier customers.

Improve agent performance and satisfaction. Receiving calls from frustrated customers has a direct effect on agent satisfaction. Agents are more satisfied with their jobs, experience less stress, perform more efficiently and effectively, and have lower turnover rates by collecting the customer’s intent upfront.

Determine intent at key transitions.

Determining intent might be the exact solution you’re looking for to optimize the customer experience. Here are some examples:

  • Your customer hits a dead end on your website or chat. Instead of leaving this environment and making a voice call, the customer could request schedule a callback, and the page context could carry over into the agent’s callback for continuity.
  • The agent needs to transfer the customer to another department. Instead of transferring a customer into a queue with a hold time, the agent can create a callback with Intents applied on their behalf. The customer gets free time instead of hold time, and the new agent can pick up right where the first one left off.

Set up quickly—no IT required.

One of the best parts about Mindful’s digital callback scheduling and intents is how quick it is to get set up. Our scheduling widgets simply need to be embedded—no custom code or development required—and intents can be added at any time. You can start gathering information and seeing better call resolution right away.

Text notifications: Tee up a great customer experience.

Meeting your customer where they are also means knowing that sometimes, life happens. Text notifications give customers the flexibility to cancel or reschedule a callback with a simple text. Lower friction makes for a positive experience.

Conversation between chatbot and customer that automates the rescheduling process

Notifications mean optimized calls and efficient experiences.

Are notifications necessary? See for yourself—here’s how text notifications play into the customer experience.

Reduce missed calls and retries. If a callback is scheduled at a later date and time, the customer may forget they scheduled it, and they might miss the first attempt. Notifying a customer about their upcoming callback not only reminds them of their request, but it also gives the customer the flexibility to cancel or reschedule their callback for another time.

Build trust and confidence. Creating end-to-end visibility of the customer’s journey drives a perception change when the service interaction occurs. With text notifications enabled, customers give 26% higher CSAT and confidence ratings to the brand and agents versus the same interaction without notifications. Helping agents exceed customer expectations starts way before the agent is on the call.

Notifications assist every step of the way.

Eager to use notifications? Here are a few ways it works out.

  • Confirm a callback request. After the customer schedules a callback, an SMS confirmation message is sent, regardless if the callback was scheduled in your IVR, on your site or app, or over SMS.
  • Remind the customer of their callback. When a requested callback is about to launch, the customer gets a reminder via SMS that they’ll be receiving their callback.
  • Get a status update. If the customer wants to check on when their callback will occur, texting @Status will provide the customer with an update on their callback time.
  • Cancel a pending callback. Discovering a solution through self serving, the customer no longer needs their callback, so they cancel by texting @Cancel.
  • The customer missed their callback. Notifications can send a follow-up message with the invitation to reschedule a new callback. You can leverage Mindful’s @CallMe automation to allow the customer to reschedule immediately, bypassing the IVR.
  • Follow up on successful callbacks. Just because a customer has received their callback doesn’t mean the interaction stops there! Follow-up with a message that contains a link to a survey, or cross-sells other options.

SMS scheduling: Send a link, schedule a callback.

In their ideal state, callbacks put the customers in control of when they want to interact with your brand. But that convenience only goes so far if they’re forced to schedule it in your IVR. Customers are consistently interacting with your brand on a smartphone—so why not text them a link to schedule a callback online?

Ditch the IVR and dialpad combo and give customers an option they’re used to. Simply send a text with a link to a browser, and they can quickly schedule a time to connect with an agent.

With a texted schedule link, you’ll reduce the time the customer spends on the line while immensely improving the experience of scheduling callbacks. This will also open up customers to receive confirmations, reminders, and follow-ups via text.

Callers can also check the status or cancel their callback at any time through a text message, so keeping them in this channel paves the way for an entirely customer-controlled experience.

Bottom line: Transitioning from voice to text lets your customers interact with your brand on terms they’re most comfortable with.

Visualize conversation impacts with the Executive Summary.

Call center experts know there are direct correlations between amazing handle times, impeccable resolution rates, and a soaring NPS or CSAT. That makes the metrics shown in the Executive Summary even more impactful.

The Executive Summary provides a summarized overview of conversations from customer engagement with the Mindful platform. It helps both contact center managers and executives alike to understand best practices, monitor performance, and look for trends.

See what’s happening in the Executive Summary.

Solid reporting can make or break a brand’s CX. Knowing what’s going on for managers at any level is key to making sure customers are seen and helped while keeping operations efficient.

Look for trends. Your data tells a story. Export the raw data into a CSV file to track metrics over a period of time and understand how your customers are interacting with your brand and how their conversations are being handled.

Monitor performance. The Executive Summary is designed to provide a holistic performance snapshot to quickly identify and resolve any outlying performance.

Visualize impact. Your customers should have the power of choice when interacting with your brand. The visual representation of conversations in Mindful’s voice, digital, and messaging channels allows clients to see what engagement experiences their customers are choosing.

See a wholistic view of your call center performance with Mindful's Executive Summary, pictured here.

Break down call center metrics.

Here’s a runthrough of the sections within the Executive Summary.

Aggregate volume

Every customer who is offered a callback is represented here. After the callback is offered, you could view how many customers accepted the callback offer, chose to hold, transitioned to messaging, or didn’t complete registration. You can also see what channels are generating callback offers between voice, digital, or messaging.

This section gives you a great picture of overall callbacks offered, as well as which channels callbacks are coming from.

The Aggregate Volume section of Mindful's Executive Summary shows a donut chart and a list of call center metrics.

Aggregate outcomes

We don’t just track who was offered a callback—we also track what happens once that callback promise is delivered.

Every customer that registered a callback is represented here, as well as whether the callback was connected. The outcome of the successful reconnect or not reconnected callbacks are also detailed, so it’s perfect to track abandons and identify failures.

The Aggregate Outcomes section of Mindful's Executive Summary, showing percent of requested callbacks and those reconnected.

Stats by call target

If you needed to go a level deeper, you could view the callback data for each call target in the organization. The data in these columns combines data from the aggregate volume and aggregate outcomes sections with additional performance metrics.

This section makes it simple to track service level metrics and monitor call volume.

The Stats By Call Target section shows call center metrics like successful reconnects, average RCHT, and queue time saved.

Exporting

Circulating this data is a breeze. Export to PDF to send the summary over to your executive team or call center managers, or export to CSV to slice and visualize the data any way you want it.

Choose to export Mindful's Executive Summary and download the report at any time after

Filtering

Search for metrics for a specific date range, call target, or both. Filtering is ideal to track performance for a single call target and gather metrics for a specific time period.

You can filter specific dates and call targets to get a customized view of Mindful's Executive Summary

Recap

This round of features are the next rung in the ladder of incredible brand experiences. And, on our Mindful platform, every update is available right away to all our clients—no server resets, manual downloads, or patching.

If you’re ready to be where you are and create Mindful experiences for your customers, we’d love to chat! Fill out our get started form to get in touch.

Everyone likes being first.

Little patience? Us too. That’s why there’s email! Sign up and be the first to hear about new webinars, the latest content drop, and everything we know on the evolving CX front.