How can you do more with less?
In today’s competitive world and difficult financial climate, organisations are under increasing pressure from shareholders to reduce costs, improve productivity and generate a better return on investment.
All the time customers are demanding better, faster, more personalised customer service anytime, anywhere. And if you don’t deliver, the barriers to switching to your competitors are lower than ever.
How can you balance the books and keep both sets of stakeholders happy?
Channel Shift is about moving high cost service delivery channels to lower cost delivery channels.
When Channel Shift is done effectively it enables organisations to deliver improvements in cost and bottom line results, whilst providing a better and more personalised customer experience and improving customer satisfaction.
5 Steps to Channel Shift
Step 1 - Understand why customers call
Take some time to understand how many contacts you receive and why. Which contacts are low value and don’t result in increased revenue or customer satisfaction, and which are high value? How many contacts are due to a process failure somewhere else in the organisation?
Step 2 - Remove the need for low value contact
Low value enquiries don’t generate any additional revenue for your organisation and don’t improve customer satisfaction. Often they are menial, repetitive enquiries which take up the valuable time of agents who could be better utilised elsewhere. Pre-empting these low value queries with proactive communications is a major way to achieve Channel Shift. This is known as Call Deflection. Customers don’t call your contact centre, because they already know the answer to their question.
Step 3 - Focus on higher value Contact
High value contacts generate additional revenue for your business or add value and to your customers. Often they take more time to handle and require agents with higher levels of training. High value contacts might include Sales Opportunities or Cancellations of service.
Step 4 - Fix Broken Processes
Often calls to your call centre are due to broken processes within your organisation. A delivery driver arrived late and the customer was not at home, resulting in a call to rebook the delivery. The customer is unhappy since they have to take more time off work for a delivery, the organisation is bearing the cost of making 2 delivery attempts, and the contact centre bears the cost of handling the customer’s call. A simple notification of delivery ETA may have prevented both the delivery failure and the subsequent call to the contact centre.
Step 5 - Provide Customer Focused Self Service Options
The right self-service technology can deliver an improved customer experience while at the same time reducing the cost to serve. Deciding when and how to deploy self-service should be based on a customer experience centred strategy.
Did you know?
Research has shown that since 2006, most countries have seen a significant increase in mobile-only households. This means that more and more customers are now opting out of having a landline phone, choosing to use their mobile phone as their preferred point of contact.
This presents an ideal opportunity for Contact Centres to incorporate mobile into their Channel Shift strategies.
The mobile phone has a great advantage over landline and email due to its high reach and responsiveness. Customers can reach you anytime, anywhere and you can reach them too.
The opportunity is obvious – to be able to engage with the customer anytime, anywhere via mobile messaging improves customer experience and satisfaction by engaging on their preferred device, whilst shifting your organisation to the lowest cost communication channel.
Sometimes it’s the simplest solutions that can deliver the biggest benefits
- Status Alerts – proactively communicate any change in status of a customer’s account, service application or claim by sending an SMS alert.
- Transaction Enquiries – invite customers to text in for simple enquiries like balance or transaction enquiries and product availability.
- Transaction Alerts – send an SMS to alert customers to a transaction on their account, particularly if that transaction has any suspicious characteristics. Customers can confirm the validity or deny of the transaction and be automatically contacted for further information. Learn more about Fraudulent Transactions
- Confirmation Messages – send an SMS after a transaction to confirm a booking, an order, delivery times and dates. Customers can reply to confirm their availability or request a reschedule.
- Password Reset – invite customers to text in for an immediate password re-issue
Mobile Authentication and Security – use SMS PINs for additional security and verification. Learn more about SMS PINs
- Reminder Messages – send an SMS just before a transaction is due to remind customers, including delivery and appointment reminders and billing reminders.
- Overdue Messages – send an SMS when transactions are overdue, particularly effective for automating late payments and collections. Learn more about late payments
- Lead Generation – invite customers to text in and register their details for further information on services and schedule call backs from the contact centre
- Scheduling Notifications – notify customers, or staff of scheduled events, and last minute changes to schedules, particularly effective for staff rostering, or for the travel industry. Again, staff and customers can respond to confirm acceptance of the schedule.
How can we help?
Engage is a high volume, carrier grade SMS Messaging platform designed to enable any enterprise to easily integrate mobile messaging into existing CRM and Contact
Management systems via simple and flexible APIs including: HTTP / s, SMPP and Email2SMS.
Engage has a range of Value Added Options to assist companies to customise their communications, including: Contact and List Management; PIN Management & Verification; and most importantly Builder, a rules based engine which allows easy customisation of any contact workflow.