In order to deliver a truly superior support experience, businesses must now consider both the content and the context of a customer interaction.
How quickly must the customer’s issue be addressed?
How emotionally invested is the customer in the issue?
The best support experiences occur in the channel most well-suited to resolving the customer's individual inquiry. To determine what the most appropriate channel is for a particular interaction, it is helpful to plot it along the Urgency-Emotion Axis.
Different interactions require different communication channels. Talkdesk Omnichannel empowers you to meet your customers on their level, whether it be through voice, SMS or video. Switch seamlessly between channels at any point during an interaction to provide the fastest resolution for your customers.
Direct and personable, voice is usually the preferred channel for situations of high urgency and high emotion. This channel enables customers to speak directly with an agent and engage in rapid, two-way conversation. Since voice is the best channel for assessing a customer’s tone and mood, it’s useful for connecting with customers on a human-to-human level.
As mobile devices have become more and more ubiquitous, SMS has quickly transformed into the preferred communication channel for many customers. SMS-based support allows customers to bypass IVRs and directly reach an agent without having to verbally interact. This flexible channel is best suited to situations of high urgency and low emotion that don’t require extensive explanations.
Video helps agents see the world through the customer's eyes. It builds upon the immediacy of voice by incorporating a visual element that provides a first-hand look at any situation. Since video eliminates the need for detailed descriptions from the customer, it is often used when escalating inquiries originating from other channels.
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