Migration to Digital Channels Increases CX and Call Center Effectiveness
When a customer has an issue – they reach out. Both the customer and your company want to make sure that their problem is resolved quickly. But when the customer is forced to make multiple inquiries, frustration mounts, costs increase and the chances of customer churn increases significantly.
GOCare First Contact Resolution
GOCare partners with your organization to eliminate the barriers to digital channel usage with the ultimate goal of achieving “One Contact, Final Resolution”
REAL-WORLD SCENARIO
GOCare teamed up with a mid-sized ISP that serves mostly rural markets. This partner had a long history of high call volumes. Our research showed that most customers initiated unsuccessful contact through digital channels and then made a second (unnecessary) phone call to the client. By integrating GOCare’s Digital Experience Platform (GOCare Connect) the company was able to reverse that trend. As the chart below illustrates, phone calls decreased by over 30% while contact through digital channels rose from single digits to half of all customer inquiries.
RESULTS
Digital transformation drives first contact resolution. As more customers switched from phone calls to digital channels, problems were solved
on the first inquiry. Over the recent
9 month period, digital contacts remained relatively steady, while call volumes declined 50%.
