While the data shows that customers prefer to choose their own channel for support, their preferred channel may not always be the right one.
In this on-demand webinar, VXI teamed up with Execs In The Know to reveal the pros and cons of channel choice and channel guidance. If you’re wondering whether you should let your customers choose their own adventure, guide them along their journey yourself, or a combination of the two, our CX experts lay out the steps to making it happen:
- Collect and analyze the data
- Consider the pros and cons of every channel
- Take a test-and-learn approach with new channels
- Leverage process excellence to optimize your existing channels
- And ensure smooth live agent hand-offs and soft landings
The hope is always that your customers will not need support at all, but when it’s required, make sure they’re getting the best support possible – whether you deliver it right to them or allow them to choose their preferred channel.
Watch the webinar to learn the VXI way.
