It is often said that necessity is the mother of invention. More than any other development in the recent past, covid-19 has driven home the need for self-serve/automatedassistance to improve customer experience through various digital channels. It has created a sense of urgency that’s driving organizations to explore new tools/solutions that facilitate instantaneous interactions and enable them to respond proactively and meet the ever eluding goal of delivering the highest possible customer satisfaction. As call centers and customer support functions collapse.

Unable to handle increased call volumes

With long wait times and dropouts leaving. Frustrated customers fuming, businesses are left with no choice but to desperately explore options. To serve customers with immediate assistance. Also read: how a seamless fusion of voice, text & digital self-serve channels India Business Email List is driving customer. Service excellence within financial services firms 70% of companies either have. A digital transformation strategy in place or are working on one. Below is a sample of the rage. Customers are reacting with over their contact center experience – clearly. Indicating that things need an immediate fix.

Current challenges in contact

Center industry could digital deflection pave. The way for a better communication experience? Let’s retrace a bit and try to construct the journey of a customer seeking redressal or support. The first choice of any customer seeking help during a financial or medical emergency Fjlists is the contact center. When they connect to the hotline, it is with the expectation that the. Issue would be resolved quickly or the concern addressed appropriately. But as the call centers operate at a regional or state or national level, it is highly possible that many more customers may have a similar experience. So there are all waiting virtually in the ivr queue.