Cisco Interaction Manager
This week, we have been focusing most of our efforts on launching our new email management system – Cisco. The system is long overdue and the idea for an email management system in Hurtigruten was initially discussed in Apr 2008. Since then, we have been using Outlook to manage our email interaction. Outlook has proved to be very capable, however, when it comes to reporting, we currently handle everything manually and with an email management system, daily and weekly reporting becomes automatic , which gives us more time to focus on other important areas.
At the moment, customer service agents are manually reporting their daily duties. The report includes email volume, response time and email categorization. From these daily reports, I am creating a weekly report which I combine and present to the team on a weekly basis for feedback and improvement purposes. I estimate that as a group of 4 individuals, we spend perhaps 5 hours per week in total, and with the Cisco Interaction Manager, this time can be cut down in half, which means the time saved can be spent on answering many more customer service mails.
Email management launch plans
The plan was to launch the web related email addresses first, with email@example.com being number one. Our next email address, firstname.lastname@example.org is a little more complex but we aim to launch very soon. Following on from that, we will launch the markets with the Nordic market first, Central European second and then the English speaking market or UK/US/ROW (rest of the world) as we refer to it. My original plan was to launch all the email queues before the middle of April. I still stick to that but due to IT related issues that I am not too familiar with; we may see this date being pushed back. However, this does not diminish away from our focus on quality.
Focusing on the quality of our service
With the response times and email volumes now being handled automatically, this gives us the chance to really focus on email quality. I’ve worked in companies before who have an email quality of at least 95%, leaving practically no room for error. In an ideal world, customer service levels would 100% wherever you turn, and I am not saying that 100% is not our aim, but without any “real” email management in the past, I am sure we are nowhere near the 95%+ mark.
With daily reviews of correspondence, and coaching and development schemes being set in place in addition to a newly implemented knowledge base, our standard of excellence is definitely on the way up and we are very much looking forward to handling your queries in the best service possible.
Chat live with a customer service agent
Once we have launched the Cisco in all our markets, the focus then shifts to launching the Cisco web chat function (think Skype or MSN). This tool will not only enhance our customer service levels as we can solve customer queries in real time, but it will also allow us the “co-browse” the interested parties screen, enabling us to momentarily “takeover” your screen in a bid to assist. As we work with the booking engines and the websites on a daily basis, this feature will not only connect us more to our clientele, but also resolve problems much quicker as we can see vital feedback on what is stopping you from completing your booking.
A greater customer and user experience
Once we have the email and web chat functions launched, and our development and coaching schemes in place, our aim then will be to merge our user and customer experience together. Right now, it is possible to do so, but the results will be much greater if we have this set up and running. In the past, the focus of Hurtigruten has been on the reservation lines as we receive thousands of calls per day, but lately the shift has been moving more and more to the web and email. When we start seeing synergies between the two, we can amend, update, change immediately giving you a better Hurtigruten experience and at the end of the day whether it is our CEO, our reservation agents or one of the captains of our ships, a better Hurtigruten experience for you is all we want.