Best Practice: The Power of a Digital First Contact Center
How do you engage customers through digital channels in ways that build relationships rather than just completing transactions — and what digital engagement strategies, personalized content, proactive outreach, and measurement approaches make digital engagement a genuine source of loyalty?
How do you engage customers digitally?
From making a purchase online, to installing an app, to seeking customer service via social media, today’s customers are increasingly embracing digital channels when interacting with companies. And it makes sense. Digital channels are win/win for the buyer and seller. They allow customers to get answers and resolve their issues more quickly. And when digital customer experience is done well, customer loyalty soars and contact centers run more efficiently.
So how do you engage customers digitally? Here are six proven ways.
1. Make information available online
One of the fastest and easiest ways to engage customers digitally is to simply make as much information as possible available online. Build out your frequently asked questions (FAQ) page. Publish user guides that provide step-by-step instructions for solving common problems.
2. Allow customers to complete digital transactions
Another way to engage customers digitally is to allow them to complete as many transactions as possible through a digital channel. Let them create shopping lists and save wish lists. Show them their purchase history, provide real-time updates on their order status, and allow them to complete returns.
3. Personalize offers
Modern website technologies and call center software provide companies with rich data that can be used to engage customers digitally. Use this insight to surprise and delight your prospects and customers. Recommend add-on products based upon what’s in their shopping cart. For example, if a customer is searching for queen-size mattresses, provide personalized recommendations for queen-sized bed frames.
4. Offer live chat
Online chat is gaining traction as a preferred communication channel between customers and businesses. Not only does NiCE CXone benchmark research show that chat is one of the top support channels for ease of use, but it also results in some of the highest satisfaction and loyalty rates.
5. Embrace automation
Because they are always on, chatbots can engage customers digitally any time of day, any day of the year. Thoughtfully implemented chatbots, paired with ability to escalate to a live, human contact center agent when necessary, are an efficient way to connect with customers digitally.
6. Focus on continuous improvement
The last recommendation for digitally engaging customers is to focus on continuous improvement. To do this, it’s important to understand the buyer’s journey, make it easy for customers to provide feedback, embrace the recommendations customers provide, and implement improvements that will encourage them to continue to engage with you digitally.
How NiCE can help you engage your customers digitally.
Customers increasingly want to engage with companies digitally. However, one of the biggest challenges facing contact centers is agents struggling with hard-to-use digital tools. To learn more about the improved tools that could help your agents engage with customers digitally, watch this webinar. We’ll show you how agents can drive digital engagement with integrated tools, improved customer data, and robust analytics.
Any digital channel
Your customers are trying to reach you for service on digital channels – even if you’re not there yet. How many SMS text messages go to your call center phone number with no response? Who’s trying to find you on Facebook, Twitter, or WhatsApp and not finding you? Now with CXone it is easy to provide digital-first omnichannel service in all the channels your customers expect.
- Personalized digital interactions: deliver native experiences in each of 30+ messaging channels, such as rich media, emojis, and other collaboration tools.
- Simple to Activate: pre-integrated channels make it easy to offer to customers and agents.
- Easy to Say “Yes”: simple packaging removes barriers to offering all channels to customers and agents.
Empowered agents
CXone empowers all your agents to deliver a true digital-first omnichannel customer experience by simultaneously combining all customer interactions in one intelligent inbox across multiple digital channels and voice for agents to select ("pull"), while dynamically prioritizing the most time-sensitive or real-time interactions according to service levels ("push"). All delivered in a single application – complete with full customer context, journey history, and sentiment.
- Single Interface: one inbox for all digital messaging and real-time (voice/chat) channels – retaining native experience of each messaging platform.
- Agents in Control: ‘pulling’ work in natural flow, while dynamic prioritization maintains SLAs – and prevents ‘cherry picking’.
- Customer Card: full customer context, journey and conversation history, plus sentiment.
Holistic management
With CXone, omnichannel interactions are managed holistically, from agents to supervisors and beyond. Integrated workforce optimization, analytics, automation and artificial intelligence across digital and voice interactions ensure complete management across contact center operations.
- Self-Service: native AI-powered chatbot and 20+ DEVone AI bots with seamless elevation to agents.
- Intelligent Routing: AI-powered natural language and Predictive Behavioral Routing for voice/chat and digital messaging channels.
- Blended Agents: complete quality, coaching, recording, scheduling tools to optimize management and engagement of a true omnichannel team.
- Digital Voice-of-the-Customer: feedback surveys and speech/text analytics that capture, analyze, and drive action on CX insights.
Digital Engagement: Connecting with Your Customers Online
Dive into the world of digital engagement and discover how to connect with customers where they spend most of their time—online.
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