News

How to raise support cases to In-gage
Admin Training

How to raise support cases to In-gage

 

This document is designed for admin users. In this document, we will cover the key bits of info we need to help solve issues quickly as well as what we do support.

 

 

In this course we will look at:

 

  • What we need to solve the issue
  • The support email address
  • What we support in our standard and premium packages
 

 

[pdf-embedder url=”https://www.in-gage.co.uk/wp-content/uploads/2019/02/How-to-raise-a-support-case-to-In-gage.pdf” title=”How to raise a support case to In-gage”]

 

 

 

How to assign permission sets
Admin Training

How to assign permission sets

 

This course is designed for admin users to help you assign and un-assign permission sets to your users. As well as explain what the different permission sets do.

 

 

In this course we will look at:

 

  • Who needs permissions sets
  • How to assign and un-assign permission sets
 

 

[pdf-embedder url=”https://www.in-gage.co.uk/wp-content/uploads/2019/02/How-to-assign-permission-sets-v2.pdf” title=”How to assign permission sets v2″]

 

 

 

How to assign licenses
Admin Training

How to assign licenses

 

This course is designed for admin users to help you assign and un-assign licenses for your org

 

 

In this course we will look at:

 

  • Who needs licenses 
  • How to assign and un-assign licenses
 

 

[pdf-embedder url=”https://www.in-gage.co.uk/wp-content/uploads/2019/02/How-to-assign-and-unassign-licenses-v3.pdf” title=”How to assign and unassign licenses v3″]

 

 

 

 

Create next-level Customer Experience with AI
News

Create next-level Customer Experience with AI

Create next-level Customer Experience with AI

Artificial Intelligence (AI)  is the buzzword in every boardroom conversation about service, new product development or even backroom functions. As the consumer market becomes overwhelmed with widgets designed for Alexa and Google Assistant, companies are building AI products for the business community. The age of AI has meant that consumers can have almost anything they desire at the tip of their mouth. The result is that customers expect minimal effort when making a complaint, returning a purchase or making a standard inquiry. The result is that contact centres and customer service desks now need to create seamless integrated customer service solutions. AI is the solution for service organisations that need to respond to changing consumer expectations and solve customer cases quickly efficiently allowing them to create next level customer experiences.

AI is often confused with robots taking over human jobs in a terminator style takeover of the world. The reality is that AI enhances the capabilities of service organisations, it doesn’t replace the human element of customer service. One of the areas in which AI helps customer service teams is in the area of customer data. It is quite often the case that customer service directors and managers spend endless amounts of time on multiple systems and spreadsheets either extracting or analysing loads of data. The time it takes to extract, analyse and draw conclusions can take a couple of months or even a year. AI can remove the time and effort managers and directors spend poring over data and allow them to focus on other tasks such as coaching and training. In addition the insights that AI can provide allows customer service organisations to  develop pro-active solutions for common customer complaints or develop measures to fast track urgent customer inquiries.

Create next-level Customer Experience with AI

At In-gage we created our AI agent I-vie that delivers  pre-case categorisation and measures emotional sentiment inside of salesforce,  that allows companies to automatically classify and pass on cases to the most experienced agents and fast track urgent inquiries. The result is that customers are able to have their inquiries solved quicker and effectively. The result is not just a satisfied customer but a more efficient customer service operation. At In-gage we have seen amazing results for our customers after installing our salesforce app with our AI agent I-VIE to help optimise their contact centre and customer service organisation. We have seen on average 22% increase in NPS Scores, 30% reduction in customer churn and increases in word of mouth sales.

AI technology doesn’t replace the human element of customer service. Customers still want to hear the voice of a real person on the other end of the phone. The use of AI in contact centres and customer service organisations allows companies to provide a high quality of service, quicker and efficiently.

Create next-level Customer Experience with AI

How to make the most of Customer Feedback
News

How to make the most of Customer Feedback

How to make the most of Customer Feedback

Customer experience is an important part of a company’s go to market plan. The need to ensure that contact centres and customer service desks are performing at a high performance is essential to ensure customer retention and increase profit. While NPS and CSAT are now industry standards, many company’s still struggle with how to attain actionable insights beyond generating a score. It is easy to generate an NPS or CSAT score, but businesses suffer with the next steps. How do we improve our score? How can we improve the customer experience? What new products can we create for our customers? These are the questions that businesses fail to get answered from customer feedback or survey questions.

How to make the most of Customer Feedback

The ability to understand customer feedback can transform your contact centres into profit centres rather than cost centres. The average customer service manager spends endless amounts of time extracting data from survey tools and then sorting out that data in spreadsheets and then inputting data into salesforce. There is a lot of energy spent determining NPS scores or different indices but what are the specification actions being requested from customers. Often companies are left seeking to assume the needs of their customers or simply guessing the next steps that they should be taking to respond to customer needs.

Great customer service organisations are able to identify the most common cases and act to pre-empt company complaints.   These insights could aid training for service agents that can lead to improvements in first contact resolution. Customer feedback isn’t just helpful in making service improvements, it can aid in the development of new services and products. While NPS scores are a good barometer of the performance of customer service organisation, it is also a part of putting the customer at the heart of your business. Customer feedback shouldn’t just be about the efficiency of your contact centre but incorporated into a company’s strategic plan.

At In-gage we have been able to develop our AI agent I-VIE inside salesforce with the aim of creating seamless customer service experiences and transforming contact centres into profit centres. Our AI agent I-VIE trawls through all the data and categorises cases and can adjust customer cues based on emotional sentiment. This allows companies to ensure that cases are being directed to the right agent and to identify gaps in service delivery inside salesforce. With I-VIE we are able to create a seamless customer service experience creating happy customers and brand advocates all inside your salesforce environment.

How to make the most of Customer Feedback

Customer service can become a real generator of profit for companies when customer feedback is translated into actionable insights. On average our customers have been able to achieve a 30% reduction in customer churn, 14% increases in word of mouth sales and 8% improvement in first contact resolution improvements, this all results in hundreds of thousands to the bottom line.

How to make the most of Customer Feedback

News

Creating Highly Profitable Service Organisations

Creating Highly Profitable Service Organisations

The buzz phrase at the In-gage office these days is the triple bottom line. It is a bit of a quirky phrase but it comes from our absolute passion to help organisations think of service as an investment rather than a cost. The triple bottom line theory is used in many research texts and put simply states; for a highly successful service organisation operations and improvements need to benefit the employee, business and customer. When companies look at service from these three areas, it builds a service organisation that is profitable for the company. Often times when we speak to customers about their service organisation we implore them to think about service beyond feedback forms, AHT (average handling time) and cases handled. For many companies, their contact centres or service desks are important for helping customers solve problems or answer questions, but it’s often hard to view service as revenue generating. At In-gage we believe that if you focus on the three areas of customer, employee and business you can create a service organisation that delivers outstanding quality, reduces customer churn and increases profit.

Creating Highly Profitable Service Organisations

The Customer

“The customer is always right” is the old adage that has been the template for most successful service organisations and businesses. The wisdom is that a happy customer will always be a returning customer and an important advocate to your brand brining in new customers through word of mouth sales. We like to be pretty simple in our approach by asking/measuring that likelihood of recommendation and tying it back to the word of mouth acquisition. And secondly asking the likelihood of repeat purchasing/continued usage and tying this back to loyalty behaviours. Both have massive financial impacts on a company.

In order to improve NPS scores companies need to ensure the consistency and  quality  of the interactions between the frontline staff and the customers. Understanding efficiency and metrics like first contact resolution rates or the effort a customer experience in solving problems with your company are also very valuable. The team at In-gage have developed our AI agent I-VIE. She is now able to bring rich insights from hundreds of thousands of customer comments and data points. The insights that we are able to provide allow service organisations to make targeted improvements and suggest new product or service offerings without manually trawling through masses of data.

Creating Highly Profitable Service Organisations

The Employee

In order to develop great service company’s need to invest in their employees. Service organisations that wish to ensure consistency of service and high quality need to ensure employees are engaged, well trained and have the right tools to help customers. Our customers have found employee engagement is directly related to NPS, so happy employees means happy customers= ROI. This makes Employee engagement a key requirement for any service organisation to provide high quality customer service. We find that companies understand the need for employee engagement but struggle to find the tools to help increase employee engagement. The In-gage salesforce contact centre app gives companies the right tools for targeted training and coaching programs for employees.

The Business

When companies have the right metrics in place and are not only measuring the data but are acting on the data and insights they are receiving  they are able to create profitable service organisations. The benefits of effective service organisations for companies are a no brainer, the growth of revenue, lower cost of service, increased profitability and generally industry leading service

One of our customers was not only able to do this but has shown amazing results by acting on the data. GoHenry was able to increase NPS by 22% and profits by £500k after they installed our salesforce contact centre app in just 6 months.

When companies place the customer, employee and business in focus they can create profitable and amazing service organisations.

Creating Highly Profitable Service Organisations
News

GoHenry – A Customer Success Story

Company: GoHenry

Location: Worldwide

Industry: Financial Services

GoHenry - A Customer Success Story

Over £500k in additional profits within 6 months – “The insights it has given us by far exceeds anything that we had before!”

GoHenry is a prepaid card and app for kids and parents. The mission of GoHenry is to enable parents to help their kids become more confident with money and teach them financial literacy. As a financial company focused on helping parents engage with their kids, they have to abide by the highest ethical standards and provide the best customer service experience.

Challenge – No Metrics and struggling to extract the value from Salesforce

GoHenry had been using Salesforce for sometime however they were struggling to make the most of Salesforce for their contact centre. As a company they wanted to improve the efficiency of their contact centres and deliver first rate customer service, but they were struggling to get the right customer metrics. The contact centres at GoHenry had no agreed metrics and no means of measuring customer loyalty.  The result was that they were struggling to extract the value from Salesforce.  They were in desperate search for a solution that could give them clear metrics, drive the right behaviour for their staff and improve their use of Salesforce.  

The In-gage solution – delivering £500k in additional profits within 6 months

The challenge for GoHenry was to find an app that could give them everything they desired to help them to improve their contact centres without wasting money buying numerous Salesforce apps. As a company they were looking for a tool that could help them with quality assurance, first contact response, NPS, employee engagement, coaching and help them prove the ROI of customer service. So they found a match in the In-gage contact centre Salesforce app. 

GoHenry - A Customer Success Story

We were the only contact centre salesforce app that fulfilled all their requirements to help them improve their customer service experience. The results have been tremendous for them achieving:

  • Over £500k in additional profits within 6 months!
  • Overall NPS score increase of 22%
  • First Contact Resolution improvements
  • 14% Customer Loyalty improvement

Claire from GoHenry had this to say about the journey with In-gage so far:

“In-Gage is a fantastic tool for both our Member Services and QA departments. The in-sights it has given us by far exceeds anything that we had before. NPS used to be but a word before In-Gage came along! We have been able to measure and focus on our customers as well as our agents, reporting on achievements at both contact centre level and higher. The feedback has reached the eyes and ears of our management teams and we have been able to feedback on Marketing and Product, ensuring a full business experience.”

As a company GoHenry has been able to achieve remarkable results only after using our Salesforce app for 6 months!

It’s a great achievement for a company  that had no customer metrics and was struggling to extract the value from Salesforce!

GoHenry - A Customer Success Story

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