Mike authored a terrific article on making customers happy with a digital-first strategy. Here’s the introduction; click the link for the full article at Contact Center Pipeline.
How to get started on your digital transformation. Lessons from top brands for delivering digital care.
Contact centers and customer care teams for enterprise brands have been operating in a certain way for decades. Many rely primarily on phone support to serve customers; others use slightly more advanced tools like synchronous web chat or even email.
But when the COVID-19 pandemic struck in early 2020, support volumes increased sharply, and contact center managers in various industries had to make difficult decisions. In many cases, they didn’t have the resources to expand their workforce to handle the volume spike; this left frustrated customers waiting on hold to speak to exhausted, frustrated agents. Some companies told their customers simply not to reach out unless their needs were urgent. For customer service, this is a recipe for disaster.
With customers growing more and more frustrated and no end in sight for the elevated inquiry volumes, many brands have had no choice but to improve their contact center’s efficiency. This often means moving to a digital-first business strategy. By adopting a digital-first mindset, using tools like asynchronous messaging, AI and predictive analytics, companies can position themselves to deliver enhanced experiences for their customers and maximize agent efficiency without increasing their workforce.
In this quick article, I’ll go over the top three ways that your contact center can get started on its digital transformation with the very same strategies that the top brands in the world use to support their customers.
