3 principles to improve survey experience

On my blog post Break the fourth wall to improve survey experience I touched on the importance of Personalisation when it comes to design and build customer feedback surveys. But there are other things you should pay attention to, if you are truly interested in gathering your customers’ opinion.

KISS – Keep it simple

It is extremely important to follow the KISS principle and keep surveys simple. Often, we receive long and wordy surveys, which immediately put us off. We don’t have time, nor patience, to reply to lengthy questionnaires – Forrester recommends relational surveys to have no more than 15 questions, and transactional ones to have up to 10 questions.

Not long ago I received a survey invitation from Ryanair, in which they said it would take “no more than 5 minutes” of my time. But as soon as I got into the survey, I was advised it was not going to take “more than 10 minutes”. If I was already put off by the initial expectation, I surely was angry with the fact that it as misleading.

(Note: that was not the only reason I ended up not responding to the survey. The truth is that I don’t trust Ryanair’s intentions when it comes to VoC and CX, and I don’t believe they listen or care about customer’s opinions).

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KITTP – Keep it to the point

It is important to follow the KITTP principle (just made it up!) and keep surveys to the point. If it is transactional, ask for satisfaction, touch-point, effort or resolution. If it is relational, add questions around brand, product or competition. But make sure you avoid cluttering the survey with further questions, and don’t try to do market research in customer feedback surveys.

Surveys should be engaging and enticing. And that only happens if they’re objective and to the point. Ideally, surveys are effortless and fun to complete. You can use tactics like telling a story or using emojis. But don’t go off in tangents and stick to the questions that really matter and will surface valuable insight.

Same applies to the email invitations. It is not unusual to see survey invitations that not only lack the company’s branding, but also contain too much text. Bin, is their immediate destiny. Don’t try and shoot two birds with one stone putting marketing messages or up/cross-selling , in a customer feedback survey invitation.

KIC – Keep it consistent

Lastly, it is crucial to follow the KIC principle (there I go, making up even more acronyms!) and keep it consistent. Avoid at all cost having silos in your organisation (departments, teams, etc.) sending surveys using different platforms, branding or, even worse, different or wrong scales.

(Note: For heaven’s sake, if it is not in a 0 to 10 scale, it is not NPS!)

Make sure you have a joint approach to customer experience, and consistent customer feedback initiatives. Use a platform that allows you to enable and deploy different voice-of-the-customer initiatives, in various channels, but at the same time ensures consistency across those initiatives and data gathered.

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Oracle Service Cloud 18B release now available (Part II)

The 18B release of Oracle Service Cloud (OSvC) is now generally available and it brings some very interesting new features and enhancements, in particular to the Browser User Interface (BUI). I broke it down in separate posts. This is the second post (see the first here).

BUI – Chat Supervisor Monitoring

This functionality was available in the Dynamic Agent Desktop (DAD) or Console, and it is now also available in the BUI, allowing contact centre or team supervisors to monitor live chat sessions.

Similar to the functionality available in the DAD, supervisors can join or leave chat sessions, as well as send private messages to the agent. The functionality will be readily available if you have chat enabled, and you will be able to see a Monitor button is the following reports:

  • All Chats
  • Chat Supervisor Queue Snapshot
  • Chat Supervisor Snapshot
  • Current Chat Sessions
  • Chat Audit Report
  • Chat Supervisor Home Dashboard

osvc_chat_monitor

BUI – Chat Knowledge Foundation Integration

This new feature will allow agents, using the BUI, to attach knowledge base (Foundation) answers to a chat session, as they would do when using the DAD. Agents can add answers as a link (see screenshot below), or as text, and they also have the ability to preview and print answers.

osvc_chat_kb

BUI – Respond Using Alternative Email

Some of you may be familiar with the configuration setting that determines how email responses will be sent to the customer – OE_SVC_SENDMAIL_SINGLE_ADDRESS. If enabled (set to “Yes”) email responses will be sent to only one address for the contact associated with the incident. If disabled (set to “No”) email responses will be sent to all email addresses captured in that contact record.

If it is enabled, the agent is allowed to choose which email address to use, primary email or alternative email. The screenshot below shows how the “compose” area of the incident thread looked like before, and what it will look like in 18B when you enable the configuration setting.

osvc_bui_alt_email.png

BUI – Workspace Field Label Font Properties

In previous releases the BUI would ignore , and not render, any changes in field label font properties – which you have available in the DAD workspace designer:

  • Font Family
  • Font Size
  • Bold
  • Underline
  • Italicize
  • Strikethru

From release 18B onward, these are now available in the BUI. The screenshot below shows a BUI contact workspace, where you can see the “First Name” label which is set to Bold, Italic, Underline and Strikethru.

osvc_bui_workspace_label

BUI – HTML Format Type Support for Workspace Answer Control

I’m sure most of you are familiar with Workspace Controls, which can be used to add features to the workspace (e.g. buttons, text labels, reports, tables, tab sets). Controls are added to workspaces from the workspace designer – find it in “Insert Control” tab.

One of the controls available in the incident workspace is “Answer Display” which displays a knowledge base (foundation) answer on a workspace. Once you added the control, you must select the answer you want, by setting “Answer ID” on the “Design” tab.

In previous releases, if you set the control to display an answer that had been created with type HTML, the BUI would render a link that the agent would need to click to bring up a separate browser window with the answer.

In 18B release, the HTML-type answer will now display in the BUI itself, and won’t require the agent to click any link to view the contents of the Answer.

 

CX Chat – Closing the loop with the customer

Every Wednesday a group of Customer and Employee Experience enthusiasts joins #CXChat, a twitter chat hosted by @annettefranz and @sueduris. This chat is for CX and EX professionals to connect, learn and share best practices. And every week it has a new topic.

Two weeks ago the topic was Closing the loop with the customer on feedback and other items. A very interesting topic around which Sue and Annette launched a series of questions for discussion. Very interesting discussions and opinions were shared, which you can see here.

This topic is dear to me, so I participated and shared my points of view. Some of which you can see below (apologies for some misspelling, but I was using my smartphone).

Q1. What does closing the loop with the customer mean?

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Q2. What is the importance of/are benefits to closing the loop with the customer? How does it help the customer experience?

a2_cxchat

Q3. What are examples of companies failing to close the loop with customers?

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Q4. Can you measure whether you’re doing a good job with closing the loop with the customer? How can you tell?

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Q5. What are examples of companies effectively closing the loop with customers?

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Q6. If your CEO asked you to define a good closed loop process and provide best practices on how to manage it, what would you tell him/her?

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Q7. Closing the loop on customer feedback isn’t just about following up with customers. How does your company close the loop with employees?

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Q8. What are best practices for closing the loop with employees?

a8_cxchat

Oracle Service Cloud 18B release now available (Part I)

The 18B release of Oracle Service Cloud (OSvC) is now generally available and it brings some very interesting new features and enhancements. I will break them down in separate posts. This is the first post.

OSvC_VirtualAssistant_1

Chat – Virtual Assistant

One of those exciting enhancements is the launch of the Virtual Assistant (VA). Some of you may be asking “wasn’t the Virtual Assistant launched 5 years ago?“. Yes, back in Nov 2013 Oracle announced the VA which, at the time, was based on a separate product called Intent Guide and forced users to use a different application (login and user interface) to configure it.

The 18B release brings a much more integrated, seamless and powerful VA capability, which can be accessed, configured and fine tuned by OSvC administrators, using a VA editor in the OSvC interface. Nonetheless, it is still based on the aforementioned Oracle RightNow Intent Guide Cloud Service (find here the admin user guide).

This enhanced VA will hopefully be a step in the right direction and allow companies to not only decrease the volume of chat sessions that require an agent, but also improve the customer experience.

OSvC_VirtualAssistant_2

Simple questions with straightforward answers – aka high volume/low value queries – should be picked up and answered by the VA, using the information in the knowledge base. Making service more efficient and effective.

The new (or enhanced) OSvC VA allows you to configure escalation rules, that will route the chat session to the right queue and agent, when the VA cannot answer, as well as pass the conversation thread to the agent, for context.

OSvC_VirtualAssistant_4

Additionally it allows you to test scenarios and provides real-time dashboard so you can monitor performance and questions being asked, as well as identify new content that can be added to the VA and knowledgebase.

OSvC_VirtualAssistant_3

In order do use the VA you should ask Oracle (your account manager) to enable it and then perform the following steps:

  1. Assign the Virtual Assistant Edit permission to your profile (you will find this permission in Profile > Permissions > Administration tab)
  2. Add the Virtual Assistant editor to a navigation set (you will find this in Navigation Sets > Configuration > Components > Common)
  3. Create the VA profile and account (to define the VA name that will display to customers e.g. “Siri”), as well as the VA chat queue (which will handle incoming chats and escalation)
  4. Create chat rules to route virtual assistant chats and escalate virtual assistant chats to agents when necessary.

Note: You can have only one VA account and one VA queue. The VA profile, account, and queue cannot be deleted. However, account and queue names can be changed.

Configuration Settings – Tips VIII

Oracle Service Cloud (OSvC) has circa 500 configuration settings, which control the platform’s functions. Some of them are commonly used but many are not that well known.

In previous blog posts (7 posts to be exact), I have been sharing a few that you might want to be aware of. This time, I share some that my fellow CX Heroes mentioned, in the Oracle Service Cloud Hero Hub, as being one of their favorite configuration settings.

CS_HOLIDAY_MSG_ENABLED

This configuration setting was mentioned by Jessica Campbell, from Brother International Corporation, who used it to disable the chat during holidays.

If it is enabled (set to “Yes”) then OSvC will use the holidays table (which you can find in Configurations > Service > Service Level Agreements > Holidays) to determine whether the Live Chat should be enabled or disabled.

If your customers try to use the Live Chat channel on a date that is specified as a holiday, they will be shown a message stating it is a holiday and no agent is available.

The default value for this configuration setting is disabled (set to “No”).

SNEAK_PREVIEW_ENABLED

This configuration setting was mentioned by Kristine Tannert, from Insperity, who says that her agents love the Sneak Preview functionality, as it allows them to get ahead of the game and prepare responses on chat with the customers. This is particularly helpful since the questions their agents have to answer for customers can sometimes take awhile to investigate, so anything that helps them get a jump start on answering the customers question is appreciated!

It enables the Sneak Preview functionality, which allows agents to preview what a customer is typing prior to the customer sending the message.

The default value for this configuration setting is disabled (set to “No”).

INC_INCLUDE_POST_TIME

This configuration setting was mentioned by Robert Pozderec, also from Brother International Corporation, who said it is an extremely important setting when it comes to QA (Quality Assurance).

It specifies whether the post time is to be included in incidents created for a Chat session, meaning messages in the chat transcript will have a date and time against it.

The default value for this configuration setting is disabled (set to “No”).

CUSTOM_SCRIPT_DATA_SIZE

This configuration setting was mentioned by Sasi Gudimetta, from AST Corporation, who shared with the community that he usually works with reports that have custom scripts, and these have a query data limit, controlled by this setting, which needs to be increased to avoid the script from stopping after the defined number of rows, and the report output from being “No Value”.

It specifies the size of the data buffer (in bytes) used when processing custom scripts in Analytics.

The default value for this configuration setting is 50,000. The minimum value is zero (0) and the maximum value is 2,147,483,647.

Keep in mind increasing this to a large value causes the custom script to parse more of the report data (which is good!), but this also causes additional load on the server, which could result in negative performance impact for the overall site (not so good!).

Oracle Service Cloud 2018 All-Star

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It was we great honour and delight that I received the news. For the second year running, Oracle has named me “Oracle Service Cloud 2018 All-Star“, for my expertise and being one of the leaders within the Oracle Service Cloud community, but above all for being willing to share my knowledge.

I’m again part of a fantastic group of people that use this great technology platform to enable better customer service and customer experiences. I’m very thankful to Erica Anderson, who is the main driving force behind this fantastic community.

Read full blog and list of 2018 All-Stars here: http://communities.rightnow.com/posts/751f0f02ee?

Break the fourth wall to improve survey experience

Organisations launch surveys to measure customer experiences, but is the survey itself delivering a good experience? Those of us who usually take the time to provide an organisation with feedback on our experiences, know that the answer to that question is more often than not a resounding “No”.

The problem is that most organisations are just throwing surveys at customers without any consideration. Ultimately resulting in surveys that put people off, and customers disbelieving organisation’s intentions, thinking they just want to get more information to cross/up-sell.

If your organisation wants to be customer-centric and is truly interested in the customer opinion, then there are a few things to concentrate on when building Voice-of-Customer initiatives. One of them, which I believe is absolutely key, is Personalisation, and it can be addressed by breaking the fourth wall.

Design your surveys with an outside-in perspective, with a big focus on the customer. The one you are talking to, not a generic customer, persona or segment. Do what Frank Underwood used to do in House of Cards. Break the fourth wall and talk to the individual customer about what is relevant to her.

You have a full history of transactions and engagements in your operational systems (ERP, CRM, etc.) so why ask the customer what product she bought, before requesting feedback? Why ask the customer what channel she used, before checking if it was the most convenient. Ask the customer about THE product she bought or THE channel she used.

Make sure you use all information and data at your disposal – Operational Data (O-Data) and eXperience Data (X-Data) – to make surveys more personalised, simpler and effortless for the customer. This will ensure not only a great survey experience but also an increase in response rate.

The customer will not only feel valued, but also feel that the organisation is listening and willing to truly consider their opinion (closing the loop is another crucial topic that influences this, but we will address that in another blog post). 

Do you want an example?… See these two surveys below. Which survey sounds better? Which sounds more truthful? Which is more attractive? Which is going to generate more responses?… It is obvious, isn’t it?

surveys2