Contact deflection is about getting ahead of the question. It's about anticipating your customers' needs before they get stuck in the digital journey and enabling your contact centers to focus on high-value inquiries. Deflecting contacts continues to be a top priority for digital brands, but...
With the onset of COVID-19, the auto association and insurance provider knew it was time to accelerate plans to add digital guidance to the customer experience to meet increased digital demand and serve the changing needs of its more than 14-million members....
Although your contact center is crucial when dealing with complex concerns, there is a more effective and efficient way to resolve more common FAQs....
Recent customer experience data found 74% of consumers expect clear communication and 71% expect to easily find what they’re looking for....
Decrease the demand on your support team while consistently delivering the answers your customers need, when and where they need them....
Brands can eliminate barriers with a smart digital strategy, which we call this Digital Guidance....
Companies say they want to “exceed customer expectations”, but what does that look like in action?...
When customers meet digital friction, the experience is often so frustrating that they abandon the site altogether or move onto a competitor....
Seamless digital customer experiences increase conversion rates, save valuable agent time and improve customer satisfaction. In short, a good customer experience means better outcomes for your customers and your business....
You can create more successful and satisfying digital customer journeys with proactive guidance. Better customer experience anticipates needs, decreases contacts, and builds confidence in purchasing decisions....