Digital messaging and mobile care take over
As most customer experience leaders already know, digital care is the future of customer service. And for good reason! Digital messaging is actively replacing other channels as your customers’ preferred servicing channel. Why wouldn’t they prefer the convenience and personal touch of messaging? But it isn’t just your customers you’ll be helping out when offering digital care, you’ll also be safeguarding your brand’s reputation by improving customer satisfaction and loyalty.
Have you yet to start your brand’s digital care journey? Not to worry! While there is a high cost to being a late adopter of messaging care, there are also clear steps you can start taking today to get you started in the right direction.
Consider these five steps when planning for your contact center’s digital care journey:
1. Take advice from brands that are already on their messaging journey
You don’t need to start from ground zero. There are already great brands out there setting strong standards for digital care. Take a moment to learn from your peers and see what tactics are working for them! We recently had Dropbox share their advice on how to build a digital care team that drives loyalty, check it out.
2. Bring in stakeholders from other teams
Providing your customers with access to digital customer care can’t be done alone. The customer service team will need buy-in from multiple departments in order to successfully adapt messaging channels into your care plan. Discover knew they needed to align marketing and customer service in order to provide their customers with the personalized care for which they’re known, learn how they did that here.
3. Pick a trusted innovation partner
Find a solution that is built for your team’s needs and that are experts in their field. Again, there are already great strides being made in digital care across all industries. Because of this, robust tools have been built to suit your digital care needs. Take advantage of them! We take this so seriously we literally wrote a book on it.
4. Define the metrics that matter to your team
From SLAs to agent KPIs, you have to measure your team’s productivity and efficiency. Yet traditional metrics might not apply to your assessment of digital care performance. Just like everything else, your standards for success (and corresponding measurements of it) must be adjusted to suit the nature of messaging based care. We wrote a guide on how to measure digital care agents.
5. Set benchmarks and initial goals
Once you’re able to determine your team’s performance, set milestones and goals in place with a plan of action. Outside of agents KPIs, where is your focus? Here are 20 contact center stats to review and be mindful of as you set your digital care goals.
Over 1 billion people send 80 billion messages a day, which makes communicating on messaging apps the natural progression for 1:1 customer service. Sparkcentral helps customer-centric teams provide seamless, swift, and scalable care on the most popular apps.