Digital Changes Everything…

Digital Changes Everything…

What if the customer service processes & platforms you’ve put in place aren’t what your customers actually want from you?

Did you know?

• ONLY 19% of customers’ first engagements with companies today transpire via a voice call (i.e. Toll-free Number)
• 81% of customers’ first engagements with companies today transpire via a Digital Channel (i.e. Search Engines, Social, Apps, Collaboration, Website)

We believe this trend will continue to push toward Digital Channels as younger generations who have grown up Digital Native become a larger percentage of the consumer base.

Why the preference for Digital Channels?

• Consumer Buying Patterns are Changing. People prefer to do their own research and feel they’re knowledgeable on a subject prior to engaging with a company. A prime example of this is the car buying experience.  Consumers have many online resources to aid in their decision making process.  By the time a buyer steps onsite at the dealership she can know how much the dealer paid for the vehicle, the incentives they receive from the manufacturer, and about how much they can sell it to you and still make a profit.
• More Autonomy equals Less Friction. People are generally able to remain anonymous longer in the buying cycle.  Engaging with a live agent when they are ready and on their own terms allows for a less stressful engagement for the consumer.
• Online Reviews and Ads Drive Digital Traffic. As consumers find online reviews from peers and online surveys from established sites, they are likely to trust these sources to guide their purchases…and these portals typically have easy clicks to navigate to purchase the review products or services.
• Compelling CX. Digital First and Digital Native companies have disrupted traditional B2C distribution models in a direct-to-consumer format.  We can now order healthy meals online, call a ride with an app, or subscribe to our preferred workouts that we do in our living room.  These disruptive models are more engaging and more convenient for customers.

If you’re still engaging with customers using primarily voice channels, or if you sense your digital channel experiences are not well designed for today’s consumers, it’s probably time to rethink and redesign your CX.

Many businesses struggle to understand how they can take the first steps towards enabling a digital strategy or where to turn if previous attempts haven’t gone as planned.  At Simplify, our business is serving the multifaceted needs of large, multi-location companies and Contact Centers—providing a partnership to proactively bring a best-practices approach to our clients. We are a vendor-neutral partner and work directly for IT, Business Operations, and Procurement to help them get the most out of today’s technology.