Just because you don’t have the time or the environment to make a call to a customer service department doesn’t mean that your issue shouldn’t get resolved. Therefore it is critical that you offer your customers the most connection channels as possible. More often than not the first tier queries (usually the largest volume of contacts also) needs just some basic triage or troubleshooting. 80% of calls to customer service centres usually cover 5 repeating issues that can have a first call resolution. Having text lead channels to field these repeating queries will massively allow you to achieve two major advancements.
Shorter wait times for customers – A chat agent taking customer service questions via webchat, social or SMS for example can handle anywhere up to 5 conversations simultaneously. Plainly put this divides the wait time for your customer by 5X.
Happier Customers – Shorter wait time for customers, means faster resolution times which means happier customers. Remember the bulk of queries are first call resolution matters, if you can make this triage quick and easy customers will love it.
People multitask, so make sure your CX is Multichannel. Though the CX support may start on the web chat that you offer on your website, however people still need to move around and not all matters are solved in first contact. The big fear for people starting their customer service engagement on webchat is that they will not be able to get it resolved and that they will ultimately have to continue or worse restart the case on the phone. This is not how it has to be. Technology now allows us to offer the customer so much more continuity across multiple platforms.