Live chat, email, social media, SMS – whatever digital channel your customers want to contact you on, you need to be there – and you need to be there with a combination of self-serve, agent support & chatbot automation to deliver the perfect customer experience.
Every customer service question represents a certain value to your business. Many queries will be “low” value – simple FAQs that can be easily resolved. Others will be “high” value – a more complex question, potential sale, or complaint. And the rest will be queries from your “VIPs” – customers that you’ve identified as needing the very best support, whatever the question. By segmenting queries by value, you can:
The magic happens by routing questions to the correct channel based on these values.
Here’s how it works, using key checkpoints and example questions to illustrate the path to resolution.