With how quickly technological advancements change the customer service world, these two vital factors will help secure the future of your contact center: Digital innovation and channel adoption. Contact centers that aren’t focusing on these factors will undoubtedly see a decrease in longevity, brand loyalty and customer retention. Here’s how these important factors can help your customer contact center thrive in the future.
Take a walk down the street and just look around. People are always connected to their mobile devices, whether they’re talking on the phone, texting, browsing or using social media. It’s so important that customer contact centers adapt to this evident trend and be very responsive at all times. A recent study reviewed in The State of Digital Care 2018 cited that 37% of people who contacted customer service expected a response within 30 minutes, and this percentage is only going to grow in the future. This number along shows the just how vital digital innovation is to any customer contact center.
One way your contact center can appease this growing number of people is by utilizing the advancements of AI and chatbot systems to handle the initial contact interaction with customers. AI and chatbots will also help your customer contact center scale as the business grows as well as help handle influxes in volume, especially in seasonal industries. Although AI and chatbots are excellent tools that can help reduce the time to respond, customer service agents still play a very important role in successful contact center operations.
Customer contact centers need to be where their customers are as well as work holistically across all channels of business. This means that customers should be able to reach out to your contact center by their preferred method of contact, whether it be by phone, chat, email, social media, etc. Each customer experience should be consistent and personalized with seamless transitions from one to another. It’s essential that customer service agents have accurate, real-time data so any communication with customers is efficient and effective. Your customers will appreciate that their time is valued and that they won’t have to repeat their situation or problems if disconnected or transferred to another agent. Contact centers that neglect channel adoption or that waste the customer’s time will see their customers go to competitors elsewhere.
Focusing on digital innovation and channel adoption will put your contact center in a prime position for the future. By doing so, you will improve your customer experience, increase the longevity of your contact center and improve customer retention and brand loyalty.
Our technology here at VHT has proven to be a premier tool for many different customer contact centers across numerous industries. If you’d like to hear more about how to adopt our technology into your contact center and how it can fuel digital innovation and channel adoption, reach out to us today.