I read a stat this morning that said by the end on 2016, 40% of all contacts will start on a digital channel. I know some organisations that are over that number already but many are nowhere near. I still believe (and many research papers back this up) that the phone is still trusted more than other channels and while that is still the case there needs to be a way of providing the right phone support for digital transactions, especially where a transaction goes wrong or the call is more emotionally driven. Technologies like Visual IVR can really help if this is an objective for you and can be implemented quickly, without the need for major time or infrastructure investments.
Rick has over 12 years experience of designing and delivering customer contact journeys for major brands in the UK and abroad.