Reimagining customer service
When companies think of ‘service,’
it’s typically a center at the end of the line to quickly and efficiently handle
problems. This is a race to the bottom. Imagine service as a function so essential to
your organization that it engages customers at every step of their journey—from learning
and purchase to usage and, ultimately, repurchase. Learn how leading service
organizations are doing things differently. And seeing extraordinary results.
Watch the video.
End-to-endless customer service
We help transform customer service
to generate growth.
Customer service today exists
mainly to fix something that’s gone wrong. The function focuses on fielding and
resolving customer issues in the most efficient way possible. This longstanding
approach to service offers limited upside. No matter how efficiently an organization
runs it, customer service will be a cost center stuck at the end of the customer
journey.
It’s time to think about
service in a different way. To embed service capabilities and skills throughout the
front office. To transform service from reactive to regenerative. To use service to
create unprecedented potential for your organization.
This is the power of
End-to-Endless Customer Service.
Grow the future of customer service
Leading businesses are moving
beyond the service center model and embedding service when and where it’s needed to
create value and drive higher growth.
If you’re focusing only on the
speed, efficiency and cost of customer service, it’s time to see service in a new way.
1 in 5
A small proportion of companies
are fully committed to service as a value center that improves customer
relationships and drives sustainable growth.
3.5x
These companies drive more than
triple the revenue growth of companies managing service as a cost center.
+50 basis points
These high-growth companies are
spending an average of only 50 basis points more of their revenue on customer
service.
Customer service. Customer
care. Customer support.
No matter what you call it, we can help turn service delivery into a value opportunity by leveraging service-driven insights to create and innovate products and services and proactively solve problems.
No matter what you call it, we can help turn service delivery into a value opportunity by leveraging service-driven insights to create and innovate products and services and proactively solve problems.
Client story
PEXA
PEXA, Australia’s online property
exchange network, took a customer-centric approach to developing its intuitive PEXA Key
mobile app that enables an easy, safe property settlement experience for buyers and
sellers. The team developed PEXA based on end-users’ unique needs. The app is a massive
success with buyers and sellers and it has supported property settlements worth more
than AUD$48 billion and won the 2020 Australian Financial Review Most Innovative
Companies—Best Service Innovation Award.
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Grow trust by mitigating friction
Is your customer service focused on
solving problems? Or is it a mindset that empowers your company to anticipate and
address issues before customers contact you?
Mitigate the severity and frequency
of pain points by infusing proactive, predictive and invisible service into the customer
journey.
What we found
Our study revealed that customers value proactive service but are not receiving that support. This is an opportunity to shift to a predictive service model and deliver greater value.
Our study revealed that customers value proactive service but are not receiving that support. This is an opportunity to shift to a predictive service model and deliver greater value.
Becoming
invisible
How can your company grow trust and enable service so predictive it’s invisible to customers?
How can your company grow trust and enable service so predictive it’s invisible to customers?
Always-on technology provides
important insights into common service triggers—have customers failed to complete a
purchase, fill out a form or had multiple calls for the same issue?
The line between service
and sales
Imagine leveraging customer data to proactively respond to customer needs. If you’re generating information about customers’ usage and billing, for example, you’re compiling predictive data that’s imperceptible to customers.
Imagine leveraging customer data to proactively respond to customer needs. If you’re generating information about customers’ usage and billing, for example, you’re compiling predictive data that’s imperceptible to customers.
When service works in the
background to enhance your business while making your customers’ lives easier, they feel
the benefits of a better product experience and their trust in your business grows.
Grow usage by maximizing value
Where does your customer service
team focus—on solving customers’ problems or increasing the return on their investment?
Maximize customer value with
indispensable, relevant strategic advice on how they can get the most from their
purchases.
What we found
B2C customers increasingly want more B2B-style service experiences—less focus on completing transactions and more emphasis on becoming a trusted advisor and advocate for customers’ success.
B2C customers increasingly want more B2B-style service experiences—less focus on completing transactions and more emphasis on becoming a trusted advisor and advocate for customers’ success.
Data is your
superpower
Data is key to understanding who each customer is and what they need to accomplish with your product or service. By using AI to leverage the customer insights your teams gather every day, your business can better understand what customers are experiencing and what they need for success.
Data is key to understanding who each customer is and what they need to accomplish with your product or service. By using AI to leverage the customer insights your teams gather every day, your business can better understand what customers are experiencing and what they need for success.
Grow possibility with influential
service
How are you capturing, analyzing,
distributing and leveraging the customer feedback that your service channels collect?
Modify product development by
integrating influential insights from service into the innovation and commercialization
process.
What we found
We gathered 200+ data points about the role of service in driving revenue growth. These data points fall within four service competency areas: Technology, Product, Emotional Responsiveness and Organizational.
We gathered 200+ data points about the role of service in driving revenue growth. These data points fall within four service competency areas: Technology, Product, Emotional Responsiveness and Organizational.
Product
prevails
Companies that report always involving their service organization in new product development are driving up to 10x more revenue growth than companies that separate these functions.
Companies that report always involving their service organization in new product development are driving up to 10x more revenue growth than companies that separate these functions.
Customers are
talking
Customers who offer feedback want to feel heard and validated. You can use these insights not only to improve an individual customer’s future experience but also to evolve overall customer outcomes. How can companies make service more influential in product development and management?
Customers who offer feedback want to feel heard and validated. You can use these insights not only to improve an individual customer’s future experience but also to evolve overall customer outcomes. How can companies make service more influential in product development and management?
Learn from the voice of service
Your voice of service program
provides a focal point for gathering data and activating those insights across the
business through people, process and technology.
Making service influential and
infusing insights across the business hinge on attention to people, process and
technology. Focus on gathering and analyzing structured and unstructured data from
across all service channels and, more importantly, elevating and activating these
insights for the rest of the front office.
Shape the future of end-to-endless
service
Our analysis points to three
critical pathways for growing trust, usage and possibility. What does it take to
transform?
Think differently
Transform service by promoting
a different mindset about how you deliver customer value.
Shift to value
Realign service around
proactive support, customer success and product development.
Make an impact
Pursue a roadmap that turns
service into a value driver for customers and your business.
Learn more about transforming
service into an opportunity to generate growth for your business.
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Our latest thinking
Our capabilities
Customer service
We reimagine and redesign
omnichannel, purpose-driven customer service solutions across digital channels
delivering new value and growth. Read
more
Customer engagement
Drive sustainable growth by rapidly
scaling personalized, omnichannel customer journeys with Accenture Advanced Customer
Engagement. Read
more
Customer AI solutions
Putting AI at the frontline of
every interaction streamlines service, better equips agents and enhances the overall
customer experience. Read
more
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