Linking Telephony to Digital Channels

Your Customers Have Gone Mobile, Have You?

LINK TELEPHONY TO DIGITAL CHANNELS TO CREATE A SEAMLESS JOURNEY

It’s all about effort and making life just that little bit easier for your customer goes a long way. One of the most effective ways you can do this is by helping your customers move freely and seamlessly across different channels of contact.

New technology means customers are looking for personal and convenient ways to talk to your organisation. It’s not just the traditional phone call to your contact centre anymore. They expect to be able to contact you from anywhere, at any time, using any device. And they’re using digital channels like live chat, social media and email to get your attention. But what happens when the customer needs to switch between channels? They may start using Twitter, but then need to talk to someone on the phone. Or you might have the incentive to move your customer to a different, cheaper channel of contact. Either way, the customer needs to make that transition with minimal fuss, and crucially, be able to carry their journey so far with them as they do.

Too often, when a customer makes contact using a digital channel and then switches over to the phone, their information doesn’t get transferred over to the agent on the other end. Having to start again and repeat information is frustrating for the customer. To create a seamless transition between channels, it’s important to join the dots in the background. When the dots are joined and your ducks are in a row, your staff can access the customer’s live, up to date information from all channels. This means they can resolve queries and understand the customer’s situation with ease. Result.

Where appropriate, we’ll help you cut down the cost of unwanted or unnecessary phone calls. We do this by encouraging customers to shift from telephony to cheaper digital channels. But to do this effectively, we need to look at the nature of each interaction and recognise what’s driving the call type – is it driven by a transaction or an emotion? Customers are happy to use digital channels and self-serve methods for simple transactions, like tracking an order. But when their interaction is emotionally driven, like making a complaint about a service they’ve received, customers are more likely to pick up the phone to get help, or use live chat. It’s been reported that these two forms of communication are the most trusted channels (Forrester Research). To shift between these and cheaper digital channels successfully, we must understand why they hold a high level of trust and replicate it across all channels.

We’d love to talk to you about how linking telephony to your digital channels can add value to the way you operate.  Our solutions are quick to implement and are easily designed around the infrastructure you have in place.

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Have a read and see how we’ve taken our clients on a journey from where they were, to where they want to be. If you’d like to know more about the projects or talk to our clients about their experience of working with us just let us know.

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