How do customers actually feel?
How do they live and work as contact center professionals—as the decision makers charged with not only evaluating platform vendors, but squaring their choices against the needs of their employees, business units, and organizational vision?
It is my firm belief that no supplier can create lasting value for customers without answering these two questions, especially in a space as crowded and competitive as the contact center industry.
Doing so requires serious work! It means building relationships, asking (and answering) tough questions, and scrutinizing fit and performance with unflinching honesty. It’s through this process, I’ve found, that we’re able to
We built the Spitch omnichannel conversational AI platform to fit this model from day one. And we work hard to adapt and improve the range of product solutions that this platform enables.
The product mix we deploy for a given customer is always the result of close collaboration, in which our customers help to craft the solution that we ultimately recommend. That might mean Virtual Assistant, as with ATP Autoteile. Or a combination of voice and text Virtual Assistant, Chat Platform, and Knowledge Base, as with DSK Bank.
Our deep knowledge base on all—but not just random—interactions constantly measures customer satisfaction and drives improvement. That’s why all Spitch clients use Speech Analytics by default as a Virtual Assistant reporting tool; many use it optionally to close the complete loop, including customer-to-agent conversations. Today, Speech Analytics incorporates call summarization based on new-generation large language models (LLMs), adding even more value to this solution.
What follows is a closer look at that journey for these and other Spitch customers.
This is the fifth post in our Spitch: 10 Years of Insight blog series. Read the previous post here.
Creating value includes not just an examination of what a customer has now, but recommending a practical vision for the future. At times, a change in existing processes must accompany the launch of Spitch software. This often includes replacing and/or consolidating legacy systems, or committing to a cloud or hybrid cloud infrastructure.
In some scenarios, we must work with customers to integrate data sources for consistency, transparency, compliance, while optimizing existing workflows to align with the new capabilities. This can in turn require training and upskilling for contact center staff.
Finally, we must work together to ensure the longevity of our collaborative solution. This includes spotting customer experience bottlenecks, defining the right performance indicators (KPIs), and establishing continuous feedback loops for further improvements.
Customers count on us as expert consultants in identifying and managing these changes. To that end, we’ve built different journeys for specific customer groups, from public administration and utilities to banking, insurance, and finance.
At a high level, the Spitch customer journey is built to adapt to customer input at every step:
By the time we reach the pilot stage of the journey, both sides are ready for a focused trial period. From there, everybody understands the path to contract and full implementation, laying the groundwork for a close, long-term relationship.
Customers routinely tell us that alignment is essential—that it must be in place to move forward. Finding alignment is critical not only to successful launches, but to lasting customer relationships.
With that alignment in place, big things can happen.
These customers are part of a group of 100+ that all remain with Spitch. Many customers have since expanded the scope of their implementation, again as a result of our commitment to sharing in the process and providing domain- and locale-specific guidance at every turn.
It’s a level of customer loyalty that’s only possible with the complete alignment, trust, and effective collaboration that our teams cultivate throughout the entire journey.
“The fact that the voice bot solution achieved a podium place in the Best Bot Award encourages us to consistently develop our services in line with the wishes of our customers. These solutions really help improve customer experience while reducing call handling time.” Manuel Kunzelmann
CEO Migros Bank
For customers and ourselves. Spitch customers can count on us to remain actively engaged, while constantly adding new products, improvements to our LLMs, and Gen-AI based innovations to the platform. In an environment in which decision makers are constantly inundated by dozens of prospective vendors, it’s nice for our customers to know that they already have a lasting, future-ready solution in place.
When our customers sleep well, so do we, as do our investors and founding members. It engenders customer loyalty, which helps us predict revenue, forecast accurately, and continue investing in the future of Spitch.
Ultimately, no vendor can make the entire world happy, especially not within the contact center market. There’s too much variability, too many business needs to account for across countries and verticals. The pace of change is too quick.
What we can do is work hard to understand our subset of customers as best as possible. Over the past decade, this commitment to guided customer journeys has become a serious differentiator.
See how customers from banking, insurance, retail, public service and other industries implement Spitch — and the results they’ve achieved.
