Digital and Automation Solutions
Digital and Automated Solutions
We have a great deal of experience in multiple sectors (such as Retail, Financial Services, Travel and Transport, Local Authority, Debt collection) of automating processes for our clients. Helping them achieve increased self-serve acceptance and reduction of overall cost to serve. Understanding how to change long-standing customer behaviour is fascinating, challenging and rewarding all at the same time. So what is the key to doing it successfully? The feeling of trust and confidence the customer has in the interaction.
generating positive emotions
'through the shift'
Many people will self-serve for non-emotional transactions if it’s easy enough for them. However, based on experience (and backed up by numerous white papers), the phone is still the most trusted channel for a lot of people. Specially when the enquiry becomes more complex or emotionally driven. So the key here is to tap into the positive feelings like trust and confidence, actively generate them in the new journey. If you do this and deliver a consistent, brand aligned, reliable, low effort experience though the ‘shift’ and rest of the journey and they will use that channel again next time naturally.
Return on Investment
The tricky part is often working out how to make these changes to suit your environment, your system architecture and your customer base. Customer Touch Point have a proven methodology to help you navigate the complexities and pick the most effective journeys to automate. We can work with systems you already have in place or help you find the right new platform to enable your customer experience. This approach has created significant cost savings, reduced the time taken to achieve return on investment on automated processes and has increased customer satisfaction and brand loyalty on journeys we have implemented.
Get a taste of our ideas and approach with no cost and no obligation with a free customer journey review, just click here
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