It’s no surprise that in today’s world, customers prefer using digital channels to contact customer service. But if those customers can’t find a solution through digital channels, they will turn to the phones. To create a great customer experience and relieve any potential frustrations, contact centers need to have tools in place that seamlessly take the conversation from digital channels to voice without making the customer start the whole process over.
The answer is VHT Conversation Bridge. VHT Conversation Bridge allows customers to request a callback from any digital channel for immediate assistance with questions, problems or recommendations. Here is why Conversation Bridge is so vital to the customer experience.
- Create customer loyalty with consistency
It a known fact that in today’s competitive landscape, frustrated customers have the option to leave for a competitor. As we become more and more digitally focused, it becomes easier for customers to leave one solution provider for another, in some cases seamlessly. It is because of this fact that successful customer service focused companies have to be sure to show customers that they understand their time is valuable.
One of the ways to show this consideration for the customer is through creation of a consistent experience. Consistency shows customers that your organization is reliable. They know what they can expect from your company and they feel less like a number and more like they matter when you can offer them great customer experience regardless of the channel and without need for them to repeat themselves, wasting valuable time.
2. Save time and increase efficiency
Seamless information sharing across digital and voice saves time for customers and increases the efficiency of customer service employees. Plain and simple: it’s a win-win situation. Your customers are taken care of and your company is efficient and able to handle more contact points with less effort in less time.
As an example, double-checking if information is up to date and correct eats up time. Knowing everything is up to date allows employees to begin finding a solution immediately. This is good for the customer (who wants to confirm their email address for the ninth time?) and good for your team.
3. Use data to improve issues on digital channel
Seamless customer interaction allows a company to understand what the customer’s problems are on digital channels and why the customer needed to use the phone to resolve their issue(s). By monitoring this information, details about customers shared over the phone can be entered and synced with digital channels.
This also allows for a fair amount of proactive action on behalf of the company. This data allows customer service reps to have solutions prepared for common questions, because they may be predicting why the customers are calling.
4. No need for customers to repeat what they’ve said when talking to multiple people
Customers will become increasingly annoyed if they have to repeat or re-enter information they already gave. Ironic that we’ve repeated this point, isn’t it? But it’s important that we truly appreciate how valuable preventing this work on behalf of the customer is. For example, imagine the frustration on the part of the customer when they email or send necessary information, only to have to then recreate that information on a web chat or re-explain over the phone. No one wants to spent that additional time, particularly when they may already be contacting you with an issue. Why create more frustration?
With Conversation Bridge, if and when customers are transferred, all relevant information from the call and digital channels will be readily available.
5. Optimize cross-channel capabilities
Giving customers a sense of control is a huge asset when dealing with customer relations. In today’s world they want to be able to contact a company with questions or for assistance as they see fit. VHT Conversation Bridge keeps the customer experience consistent and enables customers to use any channel they want, such as web or mobile.
For your team, it offers real-time updates and data allow for easy transitions, all factors in making the interactions better for all parties involved.
A great customer experience should be a focus of every organization because it creates customer loyalty, more sales and positive reviews / referrals. This can be greatly hindered if there is a noticeable disconnect between digital channels and phone / voice service. VHT Conversation Bridge provides a synergistic approach across voice and digital channels with no compromises.
If you’re interested in giving your customers the best possible experience, give us a call to discuss a solution that’s right for your company.