When your customers can't self-serve in their channel of choice, we're there to help.
By the end of 2019, spending on digital transformation will reach $1.7 trillion worldwide (IDC), with the goals of engaging customers in their channel of choice, driving completion in digital asset & deflecting calls from the contact center. However, not everything can be resolved in self-service channels. For complex issues – issues that may already have the customer frustrated or angry – voice remains the most effective channel for resolution.
Without an elegant transition to voice, customers are forced to fumble through the often frustrating process of calling you and navigating through your IVR. The 800 number may not be easy to find. Then the IVR makes them feel like they’re starting the process over from the start, followed by the frustration of waiting on hold. And when they are finally connected with an agent, they have to repeat information they already provided in the digital channel.
VHT Digital is a digital callback solution that provides an elegant way for customers to continue their service interaction with a voice agent after exhausting service options in your digital assets or during high value moments during the customer’s journey. VHT Digital provides the option for the customer to request a callback now or to schedule a callback when the time is right for them. VHT Digital supports the transition with SMS notifications reminding them about upcoming callback events maximizing reconnections, allowing them to gather necessary info or even to reschedule for a more appropriate time.
VHT Digital callbacks increase NPS and CSAT scores, driving brand loyalty and maximizing the ability to convert cross-sale or up-sale opportunities. Providing customers with an elegant way to transition to voice for complex issues also increases the likelihood that customers will return to the asset to complete simple service tasks with the understanding that help is available if they need it.
Effortless Digital Transitions
VHT Digital callbacks increase NPS and CSAT scores, driving brand loyalty and maximizing the ability to convert cross-sale or up-sale opportunities. Download our new whitepaper to learn more about what VHT Digital can do for your organization.Download Now
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