Blog Tag

While remote working has been talked about for many a year, the forced changes brought about this year has shown that this is not just a vision, but an actual possibility across several industry sectors. At a recent conference in New York, Bill Gates said he envisioned a future where over 50% of business travel and over 30% of days spent in the office would go away, with organisations rather turning to digital communication and collaboration tools to save costs and improve efficiency.

Our customers have been steadily moving away from communication methods such as traditional circuit switched calls or even emails in favour of voice over IP (VoIP) calls, instant messaging and even social media to connect with family and friends, and are increasingly preferring to do the same for their interactions with brands. Even more so, they want to be able to communicate across multiple channels, and still receive quick and seamless service.

Businesses that offer better experiences to their customers earn between 4% and 8% above their competitors, research shows. While it isn’t wrong to add more technology, bots and automated chat functions into your customer service mix, it’s a better investment to place your focus on your teams and processes. If every team member is equipped to provide context, speed and accuracy at every customer touchpoint, that’s how you improve service levels and reduce churn rates.