This article was originally posted on ww.icmi.com by Chris Bauserman on December 11th, 2017
When it comes to delivering exceptional customer experiences, true omni-channel service and quick resolution go hand-in-hand. In my last article in this series, I discussed the importance of creating a true omni-channel strategy to cater to changing customer expectations. While the CX Transformation Benchmark Study reveals emphasis customers place on wanting omni-channel service, it also found that the leading indicator of successful customer service is speed. Customers place resolving issues in the quickest way possible as their top driver of channel performance – whether agent assisted or self-service.
While demand for fast resolution across channels isn’t exactly surprising, what is surprising is the level of proactivity consumers expect from businesses. Of those surveyed, 87 percent stated that they expect companies to point them to the channel that will resolve the situation the fastest. If their current channel won’t get the job done, the onus is on businesses to redirect customers to the channel most likely to do so, whether that will be live representative phone calls, emails or online chat. And, customers want a seamless transition between channels – 72% expect to be able to continue talking with the same representative on the phone as they were talking with via online chat.
Even an otherwise pleasant experience can leave consumers feeling negative toward businesses if it takes too long… Read more.