Building a Better Customer Experience for Multicultural Consumers

Customer ExperienceMulticulturalism has emerged as a hot topic in the customer experience context, as African-American, Asian, and Hispanic consumers combine to account for about 38 percent of the current population of the United States. That’s over 120 million people, and this figure is increasing by over 2 million people per year.

Given the purchasing power of this large segment of the population, a growing number of enterprises have sought ways to provide multicultural customers with a better customer experience. Technology is an ideal platform for creating a custom-tailored experience for these consumers, as they frequently have unique needs that companies should strive to meet. After all, customers tend to come back to businesses that work harder to understand their needs.

The Multicultural Customer Experience: Speak the Right Language

While it’s by no means accurate to suggest that even a majority of America’s minority populations need service in different languages, it’s important to remember that the United States is one of the world’s most diverse countries. Hundreds of languages are spoken within its borders, and multilingual service channels can break down barriers that might otherwise inhibit business growth.

So far, business efforts to address the multilingual needs of customers have focused on person-to-person services. However, there are many technological tools that are also available to companies that want to serve a more diverse consumer base. Implementing multilingual features in online service channels is a relatively easy and cost-effective improvement that can pay big dividends for businesses while building goodwill with multicultural consumers.
Customize Products to Improve the Multicultural Customer Experience

Market research also shows there are benefits to creating custom-tailored products designed to serve multicultural customers. For example, Comcast recently launched XI En Espanol, a Spanish-language version of its video service cloud platform. Businesses that use static or dynamic media to interact with clients can likely find similar opportunities.

To that end, marketers with a multicultural perspective know that acculturation comes in degrees. Companies that invest in building their understanding of how to provide a better multicultural customer experience will be poised to outperform competitors as America’s population grows more and more diverse.

The business communication professionals at ROI Networks offer a complete suite of advanced tools to businesses looking to customize and improve their technology-driven customer service platforms. Start building a better customer experience by contacting ROI Networks today.

Tech Tools that Support Public-Private Collaboration

CollaborationPublic-private collaboration is an excellent driver of innovation, with big benefits for both government and businesses working in a wide range of verticals and industries. Private involvement ensures that project funds will be prudently used, while government agencies facilitate rapid expansion and public access.

Customer Service

When dealing with public-private collaboration, customer service frequently becomes a key area of focus. Digital technologies have been transforming the service landscape for enterprises for years now, and public agencies are also poised to benefit from technology-driven service tools. Though they have yet to be adopted by government entities to the same extent as they have by businesses, customer support technologies deliver efficiency improvements, cost reduction, and a better overall user experience. These are boosts any government agency can use.

Specific customer service tools that can be adopted by government agencies and public-private collaboration projects include:

  • Multi-channel contact technologies
  • Personalized avatars for online, mobility, and telephone communications
  • Self-service software tools and website features
  • Algorithm-driven service options

They can also help government agencies manage documentation, staff, and transaction processing more efficiently. Analytics and software-driven automation can liberate human resources from tedious tasks, freeing up more people to handle front-line service requests. Actual people remain, and always will remain, a very important component of the service equation for government, and the more people available to assist those in need, the better the outcomes will be for all involved.

Lessons from the Private Sector

Government agencies can learn important lessons from the innovations already in place in the private sector. By combining automation and predictive technologies with person-to-person service, government entities can make enormous leaps forward in terms of resource allocation. Adopting these technologies also makes it smoother and easier to collaborate with partners in the private sector.

ROI Networks can help government and industry partners simplify their collaboration initiatives, all while improving efficiency and aligning service processes to deliver maximum value. The professionals at ROI Networks have extensive industry experience and a deep understanding of the dynamic needs of standalone government agencies as well as public-private partnership initiatives.

By choosing ROI Networks, partners can:

  • Improve communications by unifying voice, data, audio, and video applications
  • Reduce infrastructure needs by streamlining hardware and network architecture
  • Save money while improving performance, reliability, and customer satisfaction rates

To learn more, please contact an ROI Networks client services representative.

Government Security In The New Age of Worry

Security is always a paramount worry, but as cyber attacks get more sophisticated and intense in terms of damage each year, government agencies renew their interest in protecting their networks. As dependency on information technology systems increases, so does the interest of hackers in infiltrating those systems. Learn more about the new age of protection and what government agencies can do to protect themselves and their data.


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Overcoming Objections in Customer Service to Close the Sale More Often

Customer ServiceAnyone in sales must learn very early how to overcome objections voiced by customers. One tactic that helps develop the sales team is to create an objections document. This living document should contain frequent “no” responses and the verbiage that can be used to neutralize them. This is a great way to train new sales reps and educate other departments, and even helps in the planning of future products and services.

Following are a few common areas where objections arise, and how they may be turned around during customer service interactions.

1. Competition

Many customers know what features are offered by the competition. They may wish to know why they should change providers, or what the true differentiators are. This question can be rather complex, as another company’s solution may actually be a better fit for their needs. The key is to find out what the customer wants, the problems they may be having, and why they were thinking of switching. If it is determined that the proposed solution will meet their needs, examples of how this exact solution worked for other customers who had the same issues can serve as excellent persuasion for them to switch.

2. Expense

Clients are typically well aware of what the average market pricing is for what they need. For paid packages, it’s important to be well versed in what the competition is offering and what the differences may be. When questioned about why a product is a higher price than a competitor’s similar offering, being prepared to answer this confidently makes a huge difference to the likelihood of a sale. Discuss added value such as better quality, more quantity, extra features, available user seats, or any other benefit that may exist. Be prepared to accept that the customer looking for a bottom-dollar price may not be convinced to purchase something more expensive even if it is more robust.

3. Reputation

Many competitors may have been in business for a longer time period or have a larger market share. In light of this, customers may be cautious of coming on board and need reassurance that a company is legitimate and permanent. No decision maker wants to make a product or service recommendation only to have the provider fold shortly thereafter.

For customer service calls that are centered around the company’s longevity, reliability, or long-term availability, speak with authority and confidence. Mention support’s high availability or talk about service level guarantees if applicable. If the customer continues to object and the company offers a trial period or introductory promotion, persuade the customer to take advantage of those options. Point out references for review if these are publicized (which they should be).

4. Volume 

Larger enterprises may have a concern about slowdown or interruption of service in relation to the traffic burden they would be placing on the product or service. For this point in the objections document, be clear about any limitations if they do exist. If not, craft an answer that describes a large, busy customer similar in volume and how well the service works for them.

An objections document is an immensely helpful guide for defeating a customer’s hesitation in purchasing. Note the most common excuses or reasons for saying no and craft a meaningful, relatable response. Customer service reps should regularly role play and practice confident delivery. The result will be a larger percentage of sales that close. For more information on this powerful tool, contact ROI Networks today.


Video and the Contact Center: The New Face of Customer Service

Contact CenterEvery generation has a preference for communication methods, technologies, problem solving, and how they get information or assistance. Some wish for the personal connection of a phone call, while others prefer a written route like web search, email, or text. For the incoming generation, the use of video is a growing preference. In response to this new movement, the contact center environment is adapting to integrate video support, added to an already robust arsenal of assistance methods.

Driving Forces Behind Video’s Growth

  • Rising Technology. Video communication tools have become widely prevalent through applications such as Skype, Hangouts, and FaceTime. Social media integrates video chat tools as well. Video has become quite commonplace, so it’s natural that a contact center would fold it into a customer care strategy.
  • Enhances the Conversation. Video is a powerful way of rounding out a discussion. Not only are words conveyed, but representatives can also detect the mood of the customer by their tone, gestures, and facial expressions. The support person is able to make adjustments to clarify confusing information or to better satisfy the customer before too much time is lost.
  • Improved Tech Support. Seeing a problem firsthand greatly reduces the time needed to fix it. Using video to show a product or application that is not working as desired gives the rep a visual of the issue, and the problem can be solved very quickly as a result.
  • Human Touch. Customers are much happier when they feel that the person assisting them is interested in helping them. Sharing video helps the two parties connect on a personal level, build trust, and solve problems in a partnership.

Considerations for Implementation

Before video can be successfully deployed in a contact center, a few factors must be reviewed.

  • Surroundings. If video support will be provided, it should be in front of a proper background. Remote workers may not be the optimal video representatives since their workstation may be their kitchen or another casual space. The video area should be well lit, clean, tidy, and professional-looking. Test for echoes or extraneous noise. Ensure that video workers are properly outfitted and appropriate for the job.
  • Network. Running video on a weak or small infrastructure may result in lag, poor video quality, dropped sessions, and difficulty communicating.
  • Selection and Training. Not all contact center reps would feel comfortable working the video chat support line. For those deemed to be a good fit for the job, it’s important to comprehensively train them on the situations that may arise. Role playing is a powerful training technique, and lots of practice helps smooth out any rough edges. The more experience and information the reps have, the greater the customer satisfaction that will result.
  • Legal Considerations. Recording audio or video for performance and satisfaction monitoring is not legal in all areas. Ensure all regulations are followed before implementing a video solution.

Deploying video in the contact center is an effective way to satisfy customers and give support reps more useful tools to resolve problems. Agents are happier and productivity blossoms. For more information about video as a customer service tool, contact ROI Networks today.