Hi all! I hope you all are so well. Finally I have transcribed what we discussed and came up with during the workshop in Helsinki. Seems like many of us are working, as some groups wrote on their paper - to make the website as powerful as the box office and to empower the costumer through making it easy to find the info they need etc. I wish you all a very good summer and lets wake this conversation up again in the fall.
/Sofie
Malmö Stadsteater
Costumer service & Self service online - workshop in Helsinki april 2023
What has changed in the last years when it comes to what people appreciate and expect regarding customer service and self-service online?
People become more digital self-sufficient, educated =Increased digital demands in relation to customer service Not much has changed, possibly more digitally costumers
Demand on personalized experience and digitalized service Mobile first
Demand on self service functions/options, that allow more flexibility and 24/7 availability.
Expectations that website should be as powerful as the box office.
Higher expectations (more sharing good and bad) = we need to deliver even better cx.
Simpler and smoother purchase and login Less patience, clear easy path
Self-service online expectations increased due to during pandemic.
Presented with information.
Expect the company to know what I like/what I need personalized, not presented with the same info.
Annoyance explaining themself again and again.
How have you changed your service accordingly?
App for the ushers/front of desk staff Hospitality education for staff and continuously
Yes, the pandemic helped: Decreased opening hours in customer service centre, less plastic cards, more accessibility in purchase flow.
We have added more video content, sound, flexibility functions, 24/7 availability.
Putting CX first – working on mindset
Costumer service/self-service more flexible (for example refunds)
More trustworthy and flexible service
Digitalizing of subscriptions
Seamless launch – seasonal program online
Mobile ap- personalized experience
Ongoingly test/flexibility
Are there areas that you would like to develop/change? What is your ideas?
Search functions on website
Seamless user experience
Increased digital visibility in relation to digital costumer service, FAQ etc.
Possibly a chat function selected hour
AI-aided services (chat bots, search)
Improve the mobile user experience.
Digital payment methods for schools – this is a target audience that want to do the booking fast
Chat bot functions
Q&A – streamlined, easy access.
Make it easier to find their own answers on the website – search engines/AI - Empower the costumer.
Thinking outside the industry to improve the service online.
Flexibility and more options
Personalization
Food and beverage - surrounding services
Generous terms and flexibility
Multiple options and frontline web experience
Instant!
All data into Tessitura
Chat
Digital membership cards
Search function
Built next level up.