Well-Maintained Forums and Communities

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Online forums moderated by contact centers create good customer experiences
Online forums allow customers to find solutions on their own
CXNetwork’s report on the global state of customer experience stated that 52% of customers preferred self-service channels. Some channels of self-service customer support include online forums/communities and FAQs about the product/service.

How do you ensure customers have a good experience in these channels?

Not all agents working in an omnichannel contact center must be working on the frontline replying to tickets generated on different support channels. Assigning a few agents to moderate and maintain official forums can provide a better experience to customers who prefer self-service channels.

Contact centers must be equipped and prepared to elevate the chinese overseas asia database customer experience across all touchpoints, even if all customers don’t actively prefer them. A contact center becomes truly omnichannel when it can take on support requests through all available channels.

4. Efficient Usage of AI
Omnichannel contact centers can leverage AI to serve customers better
Leveraging the power of AI
Contact centers are also among the many industries facing questions about the relevance of their jobs with the introduction of AI tools like ChatGPT. It can seem normal to feel overwhelmed by the presence of a tool with such massive capabilities.

Instead of folding to such tools, contact centers should strive to use them to propel themselves ahead. There are a few ways in which AI can be leveraged to enhance the performance of omnichannel contact centers.

AI-enabled chatbots can help contact centers respond to customers faster in the long run. These chatbots act as the first point of contact and can solve simple customer problems without involving an agent.

In cases where the customer’s request is too complex for the AI to respond to, it can be transferred to an agent. The filtering gets better if the chatbot is equipped with predictive analysis. Each customer ticket can be assigned to the right agent based on responses to past tickets and the kind of query the customer has.

AI tools like Convin can perform call center audits to check all tickets coming through a contact center and identify areas for each agent to improve. These tools are trained with a vast sample size to analyze each ticket and flag issues if any. When deployed with the proper framework, they can also flag compliance issues.