How do your digital and voice strategies stack up against your peers?
Are voice and digital channels competing or complementary? It’s a hotly debated subject that Arum and Sigma Connected have been looking into.
Choosing the right channel for engaging with customers is key to delivering the best customer experience. But how do you decide? When is it right to automate customer contact on a digital channel and when should the human touch remain a priority? Do you ask the customer how they want to engage with you, or do you set an overarching strategy and stick to it?
Understanding the answers to these questions and others can help shape your customer contact strategy to maximise a positive customer experience even when the contact is initiated from a negative position e.g. a complaint or collections.
Russell Robinson, Principal Consultant and Digital Specialist at Arum, and Colin McMahon, Director of Financial Services at Sigma Connected discussed our recent research into the above. Have you got the balance right between voice and digital for your customers? Find out – listen to the webinar recording today.
If you’d like to discuss the results of the survey and how your contact strategy stacks up, contact Colin on Colin.McMahon@sigmaconnected.com