Tony Iero

Solving for Customer Frustrations in the Digital World

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If you’ve ever threatened to throw your computer out the window because a slow data connection wasn’t loading your “Corgi Plays in the Snow” video fast enough, you know how the efficiency and power of digital networks have changed our standards. We’re used to instant gratification; we no longer put up with slightly delayed gratification.

It’s no different in the business world where prospects and customers port their expectations of fast results to purchases and service requests. If things bog down, frustration flares and customers drift away. To thrive in the digital world, companies have to dismantle any obstacles that complicate interactions and aggravate consumers.

Frustration Often Comes from Switching Channels

For decades, businesses have focused a healthy share of resources building out web and mobile self-service. But even the most sophisticated automation will not work in every situation. As a result, a recent Zendesk study found that 64% of people using digital service channels still expect to receive real-time assistance from a human when needed.

And when people have to jump from one channel to another, things can get difficult. For example, consider what online users usually have to do to reach a representative:

  • Leave the online app or web page and search for the “Contact Us” section of the website.
  • Figure out which of the many 800 numbers listed is the correct one.
  • Make the call and navigate several IVR menus.
  • Wait on hold.
  • Give the agent basic account information.
  • Explain what they’re trying to accomplish and where they got stuck.

In many cases, if customers haven’t understood the corporate organization well enough to call the correct contact center, they’ll be transferred and start the process all over again.

This situation is guaranteed to cause frustration. After a few difficult interactions, most people will quietly take their business elsewhere. And some will amplify their resentment on social media and review sites which in turn scare away new prospects.

VHT Digital Helps Bridge the Channel Gap

According to PWC research, almost 80% of U.S. consumers identify speed, convenience, knowledgeable help and friendly service as the most important elements of a positive customer experience.

VHT Digital helps infuse customer experience (CX) with these key elements by making the transition from online service to knowledgeable agent support easy and simple.

Enable Callbacks on Digital Channels

The system enables callbacks on digital channels so customers who hit roadblocks can press a couple buttons and get the personal help they need. Callback offers are especially useful in inherently stressful situations such as emergencies, fraud reports or complex service issues.

Collect Key Information for Optimized Routing

As part of the process, VHT Digital collects basic information like account numbers and call intent so the callback can come from the right department and customer are less likely to get transferred. Companies can also use the data to segment and prioritize interactions according to business goals.

Notify Agents with the Data They Need

Agents receive any collected information about callers’ requests before making the callback so they can be prepared. As a result, calls wrap up faster with higher first call resolution (FCR).

Communicate with Customers to Keep Them Engaged

The system sends automated texts or emails to remind people of scheduled calls and offer useful information. The messages reduce missed calls and even let people quickly reschedule or cancel if needed.

Increase Trust in Self-Service

For companies that want to lower costs by increasing self-service usage, callbacks can actually help automation work better. If people know they can easily reach support from the online apps, they’re much more willing to start with self-service and only use voice as a fallback option. Plus, callback data identifies failure points and help developers improve online systems accordingly.

Improve Overall CX and Lower Costs

When people can easily move from digital to personal interactions, they have a low-effort option for solving difficult problems, which enhances their overall experience. Gartner reports that companies with low-effort CX have Net Promoter Scores (NPS) 65 points higher than those with high-effort CX. The same study also finds that low-effort CX reduces repeat calls by up to 40% and escalations by up to 50%.

VHT’s Depth of Experience Drives Results

As a leader in callback products and services, VHT has turned decades of experience and millions of customer interactions into a solution proven to lower the effort and irritation of moving from any digital channel to voice.

Understanding the IT challenges most companies face, VHT builds products which integrate easily with existing architectures in a range of deployment models, options and pricing plans that scale with business growth.

More and more companies are facing the prospect of competing on CX alone. No one can afford to ignore it any longer. But with VHT Digital, businesses build CX leadership by solving one of the most vexing sources of customer frustration—the gap between service channels.

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