Usability has always been talked about a lot in organizations, but practising it well has been a challenge. A multitude of technologies, processes, concepts and organizations exist in this area, but are they helping in improving the usability or experience for the customers ?
Think of the number of channels available to service customers: the physical branch or store, IVR, Email, Web Chat, SMS and customer service representatives as well. Think of the number of customer interactions happening across these channels. This is one reason why consistently providing good customer service is a challenge. Customer behaviour is programmed to a small extent and anticipated to a large extent. Misjudgment in customer behaviour anticipation leads to significant losses to industry.
How do we understand what is truly happening on these channels, and whether customers are getting serviced in the way the organization intended ? If there is a gap between business design and actual customer experience, how do we identify this gap, and how do we proceed towards correcting this anomaly ? In a sense, we are striving to understand and design a perfect customer interaction. How do we design or remodel an interaction or process so that the ease of use for the customer is paramount.
The idea behind this blog is to provide a forum where best practices and processes adopted by organizations are discussed and shared. Technologies and innovations used in customer service will be analyzed. Industry trends and forecasts will be looked at in detail. Of particular interest to us is analyzing usability in customer interactions, and how to improve usability.
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