Four Ways to Step up Compliance and the Customer Experience

In the aftermath of the pandemic, consumer expectations of brands have escalated, whilst brand loyalty has diminished. Compliance and the Customer Experience have never been more important.

In the fight to retain customers, organizations must strike a careful balance between delivering a stellar customer experience (CX) and still ensuring that regulations, including the Privacy Act, California Consumer Privacy Act (CCPA) and Consumer Data Privacy Act (CDPA, which exist to keep customer and organization data safe, are satisfied.

Complying with these regulations while delivering quality customer experience (CX), can seem like a daunting task. However, there are solutions available to do just this, making it easier than ever for brands to assess and re-address the delivery of a secure customer experience across multiple platforms.

Here are four ways to do just that:

1. Pause & Resume Technology

The foundation for compliant CX is the ability to securely process payments. Pause & Resume technology prevents confidential authentication data from entering the call and screen recording environment in the contact center, by automatically stopping the recording at the very moment the customer provides their confidential card or bank details, thus omitting sensitive card details from recordings.

Certain solutions exist which can fully automate the process – with the “pause” and “resume” functionalities triggered by events in a workflow or application and requiring no interaction from the agent to initiate the process. This reduces human error and allows agents to keep their full attention on the customer.

2. Dual-Tone Multi-Frequency (DTMF) Suppression

Omnichannel DTMF Suppression offers an additional layer of security to this payment process, generating a series of audio signals to mask the input of card data from a caller’s keypad. For payments, the details only go to the Payment Service Provider and the bank, providing customers with a secure shopping experience. This is fundamental to delivering consistent, secure and streamlined CX across all platforms when sharing sensitive information.

3. Automated Identification & Verification (ID&V)

Manually verifying a customer’s identity when they call a contact center can be tiresome and tedious. For the customer, trying to remember one of many passwords can be frustrating, negatively impacting on the overall CX delivered.

ID&V tools that use Automatic Speech Recognition (ASR) can streamline this. Just as if you were speaking to Siri or Alexa, these solutions use voice biometrics to identify and verify an individual. Using a customer’s voice patterns to produce unique identification for every caller allows organizations to authenticate customers, protect against fraudsters, ensure compliance and streamline the customer journey.

4. Intent Capture

HubSpot found that 90% of consumers expect an immediate response to a customer support issue, with 60% defining ‘immediate’ as under ten minutes. Thus, keeping the conversation with agents quick and to the point is imperative for strong CX. Intent capture utilizes the likes of AI and Natural Language Processing (NLP) to understand the reason for a customer’s call, in real time. Customers are then routed through to the appropriate team, an automated voice bot, or other digital channel option, where they can self-serve securely.

Modern customer expectations

Today’s customer expects nothing to hinder their journey with a brand – even when it comes to ensuring compliance with regulations. Being made too aware of what brands are doing to keep your data secure can be unnerving, even when well-intended.

With the right technology, it’s easy to level up processes and ensure customer needs are met efficiently and compliantly, delivering a better and more satisfying customer experience that encourages brand loyalty and retention.

About the Author

Steve Murray is line of business director at IPI.