Wednesday, November 7th, 2018 | 4 min read
Customer privacy is a hot-button issue, and for good reason. The past several years have brought countless headlines about large data breaches, and brands are scrambling to ensure that they’re keeping good care of their customers’ data.
At the same time, in an era of hyper-connected – and empowered – consumers, brands are trying hard to facilitate seamless customer experiences. The key to accomplishing this is the ability to quickly verify the authenticity of their customers when they reach out with a question or issue.
It’s a tough balance to strike.
Consider the following scenario, which may sound all too familiar:
You have a question about your cell phone bill, so you write the company an email. The representative replies, says that your email address isn’t registered, and asks you to reply from the properly registered address.
This leads to a back-and-forth email exchange that lasts several rounds – a waste of time for the customer and a waste of money for the company.
In an ideal world, brands can authenticate customers as soon as they make any sort of request, on any channel.
The good news is that we’re helping brands rise to the challenge. With Sprinklr, brands can create omni-channel authentication flows, which enables them to establish authentication logic for social channels, Email, SMS and Live Chat.
Omni-channel authentication can be triggered both manually by customer care agents or automatically based on predefined rules.
Sprinklr allows creation and trigger of authentication flow across channels automatically, using rule engine automation. The authentication flow plugs in seamlessly into the customer care workflow and assignments within Sprinklr.
One of the world’s largest telecom companies (a Sprinklr customer) uses automatic authentication to authenticate customers before addressing their questions or concerns over social channels.
Before adopting Sprinklr, when the company received a customer message on social, it would ask for a phone number, and then manually search for the customer’s information in its CRM system.
That time-consuming process is a thing of the past. Now, when a non-authenticated customer messages the company on social the company sends him or her an authentication link and adds a direct link to the CRM profile on customer’s profile on Sprinklr, while adding an authenticated tag on the profile. This means that if the customer comes back later, or or she is already authenticated and doesn’t need to repeat the process.
Another telecom company uses customer authentication to authenticate customers before addressing their queries over email.
Before using Sprinklr, when the company received an email from an email address that it didn’t recognize, it would respond with a request for the customer to reply from a previously registered address.
This approach required customers to send multiple emails and dig deep for passwords they had abandoned long ago. At the same time, the company was wasting money handling these lengthy email exchanges.
Now, thanks to Sprinklr, the company can automatically detect un-authenticated users and send them an OTP authentication link. Once a customer gets authenticated, their email is routed to the appropriate representative – saving them around a million dollars annually and maintaining customer sanity.
And once a customer becomes authenticated, their CRM data automatically appears in Sprinklr.
Nobody wants to be on either end of a customer support call gone sour. When wait times get compounded by multi-step authentication processes, tempers run high as frustrations mount. Simplifying the authentication process means that care agents can focus on customer support rather than verifying which customer they’re talking to.
Sprinklr’s omni-channel authentication process improves user experience without sacrificing customer security. By sending one authentication link to click, companies can save time, money, and sanity (for their customers and their care team).
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