Multiple channel interactions, technology innovations and increasing preference for self service is bringing about massive changes in the way Contact Centers work. Interactions have grown far beyond the traditional phone calls and we will move quickly to a digital oriented customer service & interaction landscape.
According to Forrester already 72% of customers prefer, instead of calling the Contact Center, to visit first the website and serve themselves online when they have a service issue. However more than 50% of customers today are dissatisfied about their web experience and 49% of customers are not able to find the desired information on the web, leading to a huge volume of failure demand in the Contact Center. Therefore one of the most effective ways to reduce the Contact Center workload and cost is by improving the digital customer experience and web engagement.
Omega3C’s Digital Customer Interactions Services include a range of very specialized competencies in the following areas:
- Assessment of self-services
- Self-service customer experience road mapping
- Self-service industry best practices
- FAQ best practices
- Social media and social care best practices
Our Digital Customer Interaction experts will help you to adapt your self-services in function of customer needs, preferences and expectations and to dramatically improve the digital customer experience and web-engagement and to radically reduce failure demand. Simultaneously we will help you to transform your Contact Center model to face the new digital future and customer by means of optimal digital channel integration and proactive social media engagement.
Omega3C digital Customer Interaction services will ensure that you maximize the cost benefits of digital interactions, and our Contact Center solutions, such as 3C-ANALYTICS and 3C-QoS will enable a predictable positive customer experience at the best value for money.