As technology progresses and the way customers prefer to interact continues to evolve, it’s crucial for organisations to update their processes to suit their customers’ ever-changing needs and service expectations.
Nowhere is this more relevant than in contact centres. In fact, recent research has shown that 95% of customers now use more than one channel to interact with businesses while 55% prefer automated self-service, which is expected to increase to 85% by 2020.
The good news is that this ‘shift left’ approach isn’t just beneficial to your customers, it can also do great things for both your productivity and your budget.
In a nutshell, shifting left is about embracing a customer-centric approach and moving high cost customer service delivery towards lower cost delivery channels – balancing how the customer wants to be served with efficient, high quality service delivery.
Good CX is Good Branding
If you’re in the contact centre industry, dynamic customer experience (CX) ought to be one of the most important concerns (if not the most important concern) for your organisation. Resolving enquiries and issues quickly and easily, handling payments safely, and allowing your customer to contact you via the channel that is easiest for them will all lead to good CX, enhancing your reputation and increasing your chances of repeat custom.
Shifting left improves your customer’s experience because it allows them to resolve any issues or enquiries they may have without the arduous process of phone queues and long conversations. That’s not to say live agent solutions should be abandoned entirely however!
Shifting left is about giving your customers choice; many people still prefer live phone calls, while for others, this is a vital backup resource should they run into difficulties with automated self-service.
Make Things Easier, Not Harder
As well as making life easier for your customer, shifting left should make life easier for you.
Transferring to an automated process will free up your agents’ time to deal with live calls, increasing their productivity and allowing you to offer a faster, more comprehensive service to your customer. This is especially helpful when it comes to dealing with a rapidly expanding business or a call centre that is struggling to cope with the level of incoming calls.
Offering your customer the chance to use an automated system allows them to resolve their issue quickly, and without waiting, while saving you the cost of hiring extra agents to deal with the overflow, leaving your customer satisfied and your business better off.
You don’t need to worry about hiring software engineers and extra IT staff to design, implement and maintain brand new systems and processes either.
Here at PCI Pal, we offer contact centres a whole variety of PCI DSS-compliant, cloud-based solutions from SMS and Web Chat to IVR Payments that are ready and waiting to help you scale, save and improve. To find out more, speak to one of our secure payment specialists today on +44 207 030 3770.