Jaime Bailey

How to prep your business to easily connect customers to CX agents


Digitally connecting with customer service comes in a variety of forms and offers customers the freedom to do so in the method they feel most comfortable with. This, however, is not always ideal for every situation. Digital channels are very efficient for transactional solutions, but what about situations where the problem is more complex? Customers should always have a seamless, effortless way to transition from digital channels to voice where they are able to speak with a live agent. This creates the best possible customer experience, improving customer satisfaction and customer retention. Here is how technology such as VHT Digital can create this optimal experience for your customers.

Live Agent Interaction is Best for Complex Situations

No matter how in-depth your digital contact channels go, there will be situations where customers will need live assistance. This is because some issues presented by customers will not be suitable for self-service communications. Although digital channels do a great job making communications more efficient by answering common, frequently asked questions, the best customer experience can only be reached through pairing digital service with the ability for customers to effortlessly reach out to a customer service agent when they need to.

Complex situations or issues can lead customers to dead ends within digital channels (where the digital path ends and there are no more answers to their questions, forcing them to backtrack), so presenting them with the option to directly call customer service is the best way to avoid those customers becoming frustrated and having a poor experience.

Voice Transition Strategies Should be a Priority

When customers choose to transition from digital channels to voice, they should be able to do so with ease. Many different studies have shown that, when it comes down to what is most important to customers, they choose effortless experiences over everything else – even ultra-personalized ones.

Customers should always have the option to speak with a live agent without having to spend time figuring out how to do so. When this decision is made, they’ll expect to do so quickly, without having to wait on hold for an extended period of time. To ensure the customer experience remains positive, callback should also be implemented. If all live agents happen to be unavailable, customers have the option to request a callback at a time which works with their schedule.

When customers can’t find the solution they’re looking for through digital channels, and there is no clear way to speak with a live agent, they are left with a handful of choices, none of which are ideal. They can choose to navigate through the website to find the correct phone number to call. If they do happen to call in through this method, they’ll have to repeat all the information they’ve already filled out through the initial digital channel. Customers can also choose to leave altogether with no answer to their problem. This course of action will surely leave that customer with negative feelings about how their situation was handled. Some customers may take it a step further and go to a competitor for answers.

AI Should Compliment Agents, Not Replace Them

Although AI can increase how efficiently a call center operates, it should not replace live agents. As stated earlier, live agents need to be available and easily accessible to handle more complex issues that can’t be adequately solved through digital channels. Think of AI as the customer service agent’s assistant, directing complex issues and customer information to them instead of fully replacing their duties.

AI interactions can help reduce the amount of calls agents take, especially regarding commonly asked questions. These types of inquiries would otherwise take up the agent’s time, which could be better spent assisting high-value customers with more complex issues. AI systems have the ability to collect data from interactions with customers and uncover patterns and opportunities to improve operations.

Customers Should Not Have to Wait on Hold

Waiting to speak with an agent creates a poor customer experience. Instead of forcing customers to wait on hold, allow them to choose to have their call returned at a later time through a callback system. This will not only make the customer’s experience better, but also give the agent the ability to prepare for the callback using data provided by the callback system. Overall, it will reduce the average time spent on each call and create a more optimal and efficient interaction.

Connecting customers with CX agents should be effortless and fluid. Customers who need to search for contact numbers or repeat their information through voice (which they already entered into a digital channel) in order to get solutions will become frustrated. By implementing a voice transition strategy and utilizing technology such as callback, contact centers can create the experience customers expect.