Best Practice: The Power of a Digital First Contact Center
How has the digital customer journey changed — and what does it mean when customers navigate their own paths across multiple channels, interact with AI before reaching humans, and expect consistent context regardless of how many times they switch between channels?
Personalization is a key part of the new digital customer journey
The new digital customer journey gets more complicated every day. Each time a new digital capability or social site is introduced and embraced by consumers, businesses have to evaluate if and how it fits into their digital strategy. Adoption of a new digital channel introduces just one more path customers can take while winding through the new digital customer journey. Those customer journey maps sure are getting crowded! So many touchpoints to design and analyze! So many routes customers can take!
But brands need to put in the work to get the new digital customer journey right. The stakes are too high not to. Consumers are increasingly demanding. They have a world of information at their fingertips and use that ability to research products, seek recommendations from friends and compare prices. They know they have options and will use them if they have a bad experience with a business. We found that 80% of consumers are willing to switch brands after a poor experience.
Amid all the noise the new digital customer journey can generate, it's important for businesses to keep their eyes on the prize, and the key to winning that prize just might be personalization.
Personalization means customizing offers and experiences based on individual preferences and needs. This enables businesses to offer the right products to the right consumers at the right touchpoints during the new digital customer journey. But it's not just about sales - it's also about building relationships and trust with customers no matter where they are in the pipeline.
Personalization isn't a new concept, but the combination of digital technologies and big data have created a unique opportunity to apply personalization to the new digital customer journey in imaginative and effective ways. With customer data collected from a variety of sources, including websites, mobile apps, point of sales, social media, and customer service, businesses can build a more holistic view of each customer so they can provide more targeted communications, offers and experiences.
When done right, this can lead to more sales and higher revenue. In fact, a study conducted by Epsilon revealed that 80% of consumers are more likely to purchase when they receive a personalized experience.
Businesses should make personalization part of the new digital customer journey and reap the rewards of stronger relationships and more revenue.
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Don't forget to personalize your customer service - NiCE can help.
Your customer service delivery is an important part of the new digital customer journey, and it, too, should be personalized. NiCE is the leading cloud customer interaction platform—100% focused on helping contact centers achieve their customer experience goals. Learn more about how NiCE CXone can be used to deliver personalized, relationship-building support.
Any digital channel
Your customers are trying to reach you for service on digital channels – even if you’re not there yet. How many SMS text messages go to your call center phone number with no response? Who’s trying to find you on Facebook, Twitter, or WhatsApp and not finding you? Now with CXone it is easy to provide digital-first omnichannel service in all the channels your customers expect.
- Personalized digital interactions: deliver native experiences in each of 30+ messaging channels, such as rich media, emojis, and other collaboration tools.
- Simple to Activate: pre-integrated channels make it easy to offer to customers and agents.
- Easy to Say “Yes”: simple packaging removes barriers to offering all channels to customers and agents.
Empowered agents
CXone empowers all your agents to deliver a true digital-first omnichannel customer experience by simultaneously combining all customer interactions in one intelligent inbox across multiple digital channels and voice for agents to select ("pull"), while dynamically prioritizing the most time-sensitive or real-time interactions according to service levels ("push"). All delivered in a single application – complete with full customer context, journey history, and sentiment.
- Single Interface: one inbox for all digital messaging and real-time (voice/chat) channels – retaining native experience of each messaging platform.
- Agents in Control: ‘pulling’ work in natural flow, while dynamic prioritization maintains SLAs – and prevents ‘cherry picking’.
- Customer Card: full customer context, journey and conversation history, plus sentiment.
Holistic management
With CXone, omnichannel interactions are managed holistically, from agents to supervisors and beyond. Integrated workforce optimization, analytics, automation and artificial intelligence across digital and voice interactions ensure complete management across contact center operations.
- Self-Service: native AI-powered chatbot and 20+ DEVone AI bots with seamless elevation to agents.
Intelligent Routing: AI-powered natural language and Predictive Behavioral Routing for voice/chat and digital messaging channels. - Blended Agents: complete quality, coaching, recording, scheduling tools to optimize management and engagement of a true omnichannel team.
- Digital Voice-of-the-Customer: feedback surveys and speech/text analytics that capture, analyze, and drive action on CX insights.
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