Tony Iero

When Your Customers Find Themselves in a Digital Dead End, What Do They Do?

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Imagine you’re a customer with a problem or question. You reach out to customer service using a chatbot, but after conversing for a bit, you run into a dead end. The chatbot has no more information available. What do you do now?

Without a clear answer to this question, customers are left with some poor choices to continue their interaction and find a solution to there problem.

  1. Your Customers are Forced to Backtrack
    Without a clearly presented course of action, your customers will be forced to backtrack. This could mean they either choose to start a new chatbot conversation, hoping for a different outcome, or they search your website for a contact number so they can speak with a customer service agent. Having to do this creates frustration for your customers because it makes them spend more time trying to figure out how to get the solution they need. If they have additional trouble while they’re backtracking, such as not being able to find the correct contact number or having to wait on hold when they finally do, they will likely leave. When this happens, your customers will most likely retain negative feelings about your company due to the poor experience, which greatly minimizes the opportunity for future interactions for business.
  2. Customers Leave the Interaction
    Some customers that run into a digital communication dead end will leave the interaction altogether. Customers that make this choice are very unlikely to return or do future business. Since these customers still have questions or problems, they will continue to search for answers, which will likely lead them to a competitor. Again, due to the poor experience, customers who choose this option will also retain negative feelings towards your company.
  3. Customers Leave and Aren’t Quiet About Why They Left
    Similar to the choice above, customers whose conversation dead-ends leave and do not return, and are likely to go to your competitors for service. To make matters worse, they start telling their friends and associates about the negative experience using channels such as social media, review websites, comments on company pages and even by word of mouth. Since people tend remember negative reviews or comments regarding brands and service, this can drastically affect a company’s potential to acquire new customers and even retain existing ones.
  4. How to Avoid All Three Situations
    It seems obvious, but the answer is to implement ways to alleviate customer pain points in their journey using digital communication. Specifically, when they happen to run into a dead end as well as when they call into customer service and no agents are available at the time of their call. This can be done through a digital to voice strategy using specialized tools that focus on optimizing customer experience.

    VHT Digital is an all-encompassing set of premium customer experience tools that bridge the gap between digital and voice communications. Customers are able to easily call into customer service and speak with an agent at any time during their digital interaction. When customers choose to call in, their information and dialogue with the chatbot is forwarded to the agent taking their call so nothing they already communicated has to be repeated over the phone. Another essential piece of the package, Callback, allows customers the option to have their call returned at a time of their choosing if all agents happen to be unavailable. By giving customers these new and improved options, they no longer need to resort to the three harmful ones mentioned above.

Don’t leave customers to fend for themselves when their chosen means of communication runs into a dead end. Give them an optimal and effortless experience that spans across all methods of communication by utilizing technology like VHT Digital. Keeping customers satisfied will help you build a loyal following of existing business as well as a funnel of new prospects.


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