{"id":40259,"date":"2020-06-11T00:00:00","date_gmt":"2020-06-11T00:00:00","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/how-to-deal-with-increasing-demand-for-digital-support\/"},"modified":"2025-03-31T00:00:04","modified_gmt":"2025-03-31T07:00:04","slug":"how-to-deal-with-increasing-demand-for-digital-support","status":"publish","type":"post","link":"\/us\/en\/blog\/how-to-deal-with-increasing-demand-for-digital-support\/","title":{"rendered":"How to Deal with Increasing Demand for Digital Support"},"content":{"rendered":"

The way businesses operate has radically changed as customers now interact across a plethora of digital channels. Having accelerated the transformation of the contact center<\/a>, these channels make it increasingly competitive for companies when margins are slender and customer loyalty is hard to retain.<\/span><\/p>\n

In this digital-first world, hurdles remain for companies in the telecom, utility, and insurance sectors, concentrating on two key drivers. Firstly, providing a superior customer experience – with active, comprehensive replies to incoming queries. Secondly, delivering this assistance efficiently without acquiring high costs or overextending resources with a goal to create a cost-effective service and retain customers.<\/span><\/p>\n

How can companies overcome these challenges? It requires a particular approach that we discuss below with the help of <\/span>Paolo Fabrizio<\/b><\/a>, Digital Customer Service Expert at <\/span>Customer Service Culture<\/span><\/a>.<\/span><\/p>\n

Growing Desire for Distinguished Service<\/span><\/h2>\n

Physical locations and traditional channels<\/span> are no longer the only places where customers communicate with your business. Messaging apps, social media, e-commerce, and third-party review sites, mean customers can engage by a mixture of digital communications.\u00a0<\/span><\/p>\n

Gone are the days of tolerating waiting times, and anything that does not meet customer expectations with regards to quick, considerate, and effective customer service means that they are not likely to be satisfied. They can also vent their visible frustration on these platforms through comments or reviews.<\/span><\/p>\n

In fact, <\/span>49% of customers<\/span><\/a> surveyed reported that they switched to a different business as a result of poor customer service, and 67% of those switched more than once.\u00a0<\/span><\/p>\n

To be able to manage digital channels easily while extending a consistent experience across each one, an <\/span>omni-digital approach<\/span><\/a> is needed. The word \u201cchannel\u201d disappears simply because the contact center becomes channel-agnostic and becomes more customer-centric. This means utilizing a platform that syncs your communication channels together so your team can operate seamlessly to answer customers quickly.<\/span><\/p>\n

49% of customers surveyed reported that they switched to a different business as a result of poor customer service, and 67% of those switched more than once. <\/a><\/span>Share on X<\/a><\/span><\/p>\n

Technology that assists<\/span><\/a> customer service teams in achieving customer satisfaction success is on the rise. Tools that improve workflow performance and make it simpler to provide practical solutions to customers is beneficial to both sides. Adopting service technology helps companies manage the increasing demand for outstanding customer service.<\/span><\/p>\n

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\"happy-young-man-mobile-phone-QQL2ZH5\"<\/p>\n

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Managing Peaks without Reduction in Quality<\/span><\/h2>\n

When peaks hit and customer service agents’ time and resources are spread thin, it can reduce productivity. If this stressful situation happens regularly and causes frustration, agent morale drops, making it difficult to achieve a high level of performance. Especially if under avoidable pressure due to tools and processes that are no longer fit for purpose.<\/span><\/p>\n

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This was highlighted during the recent lockdown across Europe, as many more consumers relied on digital channels, regardless they were assisted or self-service. This situation also led \u2018newbie\u2019 consumers who had not previously used digital support to do it and to get satisfied.<\/div>\n
Paolo Fabrizio<\/div>\n
Digital Customer Service Expert - Customer Service Culture<\/div>\n<\/p><\/div>\n

\"Redefining-Customer-Service-Future\"<\/a><\/p>\n

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Consequently, we are observing an acceleration over Digital Customer Service adoption, either by consumers and by companies. The latter though had to face high peaks of digital conversations especially over \u2018public channels\u2019 such as social media and online reviews and it\u2019s not just a matter of volumes but also of criticisms and blame.<\/p>\n

Definitely not an easy situation even for best-in-class digital customer services, so can you imagine what has happened to those organizations which started from scratch delivering digital support? They\u2019ve paid a high price in terms of poor customer experiences, undermining customer\u2019s trust.<\/p>\n

As a result, as they\u2019ve underestimated the importance of taking care of digital conversations, they\u2019re bound to lose some customers.<\/p><\/div>\n

Paolo Fabrizio<\/div>\n
Digital Customer Service Expert - Customer Service Culture<\/div>\n<\/p><\/div>\n

Investing in a digitally skilled assistant pays off, not investing just costs. - @PaoloFabrizio71 <\/a><\/span>Share on X<\/a><\/span><\/p>\n

For many businesses, customer service is managed channel by channel by teams balancing different systems to respond to emails, calls, and social media messages separately. <\/span>96% of customers expect<\/span><\/a> their issues to be resolved in a timely manner on the platform of their choice, and the average customer has stopped using a product or service four times in the past year due to bad customer experiences.<\/span><\/p>\n

Here, company executives need to tear down the silos between channels and bring departments together by unifying communications, which, through a single, integrated solution, their customer care becomes more digitally focused to manage peaks instead of juggling multiple calls. With a well-considered strategy and the right digital technology, companies can do the following:<\/span><\/p>\n