Question: We support voice and some text-based channels, what should we add?

Answer:

Digital transformation, spurred on by the pandemic, has resulted in enterprises finally giving customers what they’ve wanted for the past five years – the ability to interact in their channels of choice, whether voice or digital, assisted by intelligent virtual agents (for self-service), as well as live agents, when needed. This includes the essential capability to pivot with persistence from one channel to another so that their activities and history follow-along with them. As part of this transformation, the channels that customers expect to be supported are expanding. In addition to a wide variety of digital channels, e.g., chat, short message service (SMS), messaging (WhatsApp, Facebook Messenger, etc.), email, social media and more, this now includes the use of video and co-browse channels in contact centers. 

Fortunately for many enterprises, meeting their customers’ expectations by adding video and co-browse channels frequently delivers additional benefits. For example, the use of video can save costs associated with face-to-face interactions by eliminating travel, contact center interaction handling times can be reduced through demonstration (“show me”) versus articulation (“tell me”), first contact resolution can increase due to the ability to collaborate, corroborate, and confirm, and the capability to help diagnose service issues can dramatically cut down the volume of truck rolls for field technicians. In addition, co-browse – both self-service and agent-assisted – helps ensure documents are completed or orders are placed correctly the first time. These enhancements deliver dual benefits to enterprises by reducing costs while improving the customer experience.