Customer Service Innovation: The Perfect Balance of Technology & Human Expertise

As innovative technology continues to evolve, the human element in customer service has become even more essential. Our support teams are not just problem solvers; they are trusted advisors who add significant value to our customers. By automating routine tasks, they can focus on more complex issues and proactive outreach. This approach not only helps prevent issues but also builds stronger relationships with our customers, positioning us as a valuable partner in their success.

Deltek is committed to leveraging the latest technologies to enhance the customer service experience. Our vision is to create a seamless, proactive and highly efficient support system that meets and anticipates our customers’ needs. As Chief Customer Officer, I am excited to share how our innovative approaches are significantly impacting how we support Deltek Project Nation.

Enhancing Customer Support With AI

Historically, our support analysts faced the challenge of manually searching multiple databases to find the information needed to resolve customer issues. This process was time-consuming and often led to delays in providing solutions. For instance, if a customer called with a complex problem, the analyst might have to sift through engineering documents, help documentation and closed case files, which could take hours.

To address this, we’ve implemented artificial intelligence (AI) tools to provide our teams with instant access to vast resources. Now, when a customer reaches out for support, our analysts can quickly find the information they need, significantly reducing the time to resolution. This instant access to comprehensive information gives our support team a holistic view of the customer’s history and needs, enhancing the overall support experience.

We are also working towards making our support more personalized and our goal is to use AI to provide a more tailored experience. By analyzing customer interactions and preferences, we will offer more relevant solutions and recommendations, making the support experience more intuitive and satisfying.

Offering Proactive Customer Engagement

Technology innovation is also changing how we engage with our customers. Previously, customers had to actively seek out information about product updates, training opportunities and release notes. This often meant navigating through various platforms and interfaces, which could be cumbersome and time-consuming.

With tools like Gainsight PX, a product experience platform that enables in-app engagements and usage analytics, we can now communicate directly within our products, providing customers with the information they need when they need it. This proactive approach helps our customers stay informed and get the most out of our products without having to search for information themselves.

Additionally, we are integrating training directly into our products through a tool called Zoomin, a product experience platform that provides in-product support and guidance. This allows customers to access training videos and documentation right where they need it, making it easier for them to learn and use our products effectively. When navigating through help documentation, customers can instantly watch relevant training videos without leaving the product interface. This seamless integration of training resources significantly enhances the user experience and accelerates the learning curve.

Recognizing Our Certified Team

Our unwavering commitment to innovation and customer service excellence continues to set us apart from the competition. Deltek was recently recognized by J.D. Power for providing “An Outstanding Customer Service Experience” for our Assisted Technical Support Program*. This prestigious certification is a testament to the hard work and dedication of our team. The rigorous audit process spanning more than six months, evaluated over 100 internal business practices and included a customer satisfaction survey, highlighting our ability to meet and exceed industry benchmarks.

Receiving this recognition underscores our continuous efforts to evolve and improve. The audit process is extensive, involving our global locations and assessing various aspects of our operations, from marketing and customer success to engineering and product processes. This comprehensive evaluation ensures that we are not only meeting but exceeding the high standards set by J.D. Power.

Looking to the Future

While we are proud of these achievements, we know there is always more work to be done. Our goal is to be more proactive in addressing our customers’ needs. By leveraging AI and other emerging technologies, we aim to anticipate issues before they arise and provide solutions before our customers even realize they need them. This focused approach will not only enhance the customer experience but also help our customers achieve their goals more efficiently.

We envision a future where predictive analytics and data-driven insights allow us to identify and resolve issues before they escalate. Analyzing usage patterns and support ticket data will enable us to preemptively address common errors, ensuring a positive experience for our customers. This level of foresight and responsiveness will be a game-changer in customer service.

Understanding and adapting to our customers’ evolving preferences is at the heart of our strategy. Continuous innovation and refinement of our approaches help us exceed expectations and build lasting relationships. Our commitment to excellence and forward-thinking solutions drives us to be a trusted partner in our customers’ success.

*J.D. Power 2024 Certified Assistance and Technical Support Program^SM recognition is based on successful completion of an evaluation and exceeding a customer satisfaction benchmark through a survey of recent servicing interactions for its technology service and support operations. For more information, visit www.jdpower.com/awards.