Many companies today measure the customer experience to identify and remedy any existing pain points. The following factors often negatively influence the overall journey.
It can be difficult at the time for customers to identify the best fit channel to use and most often, customers are not aware of the available channel options that may best fit their current need
Analog & Digital Disconnect
The majority of your customers are calling from a smartphone. Yet, typical IVR systems do not take full advantage of this. In addition, connectivity between a phone call and web session is limited
When customers finally reach an agent capable of assisting, the agent has no visibility of the customer's interaction history causing the need for the customer to repeat information, often multiple times
In order to improve the experience of the customer, organizations must resolve these areas of concern among others. It starts with identifying intent.
Knowing the type of inquiry can assist your organization in contextually offering up the proper channel that best fits the needs of the customer. Bridging the gap between the analog voice channel and the digital resources you have made available to your customers can be done by taking full advantage of the devices your customers are using to connect with you. Finally, tracking the journey by offering contextual escalation to assisted service can enable a view for your agents to understand where your customers are coming from.