A Smarter Approach to Call Deflection and Self-Service Related Articles Boost Customer Satisfaction With Smart Call Deflection 4 Ways to Optimise Self-Service in the Contact Centre 3 Rules of Call Deflection Why Is Omnichannel Customer Service Important? © MclittleStock - Adobe Stock - 302014291 248 Filed under - Industry Insights, Talkdesk João Safara of Talkdesk shares some helpful advice for improving call deflection and self-service. We are all someone’s customer. And as customers, we expect our issues to be solved quickly, efficiently and — if possible — using our channel of choice. We don’t want to be transferred from one customer support representative to another and explain our issue over and over again. Frankly, that kind of experience frustrates us and hurts our relationship with that product or service provider. Most customers (69%) across all age groups want to contact a business via SMS, while even more (83%) want to learn about a product or service through their favourite messaging channels. Personalization and modernization are two of the biggest trends currently driving customer experience (CX). This, combined with uncertainty brought by COVID-19, means that the need to reduce operational costs while maintaining superior customer service has never been bigger. Contact centre leaders have looked into reducing call volume to cut infrastructure and staffing costs. But reducing call centre calls while making alternative channels available can also be a gateway for next-level customer experience. How to Excel in Call Deflection There’s a misconception that call deflection is about avoiding contact. But look on the bright side: deflecting calls is an opportunity to include a smarter, omnichannel approach into your customer service so that demands are resolved without the need for a human agent. João Safara There are various ways to achieve this. Improving and rebuilding your interactive voice response (IVR) system is a great way to present more information upfront or redirect users to the best agent available. Automating outbound notifications can proactively provide customers with relevant information before they try to reach your support system. Including messaging channels or direct access to a knowledge base allows you to meet customers on their own terms and provide a wider, more modern variety of options for how issues can be resolved. This blog post has been re-published by kind permission of Talkdesk – View the Original Article For more information about Talkdesk - visit the Talkdesk Website About Talkdesk Talkdesk is a global customer experience leader for customer-obsessed companies. Our contact center solution provides a better way for businesses and customers to engage with one another. Read other posts by Talkdesk Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper. Author: Talkdesk Published On: 22nd Oct 2020 - Last modified: 27th Oct 2020 Read more about - Industry Insights, Talkdesk Recommended Articles Boost Customer Satisfaction With Smart Call Deflection 4 Ways to Optimise Self-Service in the Contact Centre 3 Rules of Call Deflection Why Is Omnichannel Customer Service Important? Related Reports Report: The Top 5 Metrics Shaping Bank and Credit Union Performance eBook: ChatGPT and the Contact Center of the Future eBook: The Top 3 Ways to Reduce Call Volumes Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter