A few weeks ago, I got a text message from my bank inquiring if I had made a few purchases with my debit card they deemed suspicious. I logged into my mobile banking app and learned t these charges included a $1.00 charge at a gas station more than 100 miles from where I was. I replied to that text message that I had indeed not made the purchases in question. I wasn’t sure what my next step should be, but I knew I was going to need a new debit card. I called the number provided in the initial text message to ask for one. I braced myself for the expected questions regarding why I was calling, what I needed and how they could help. To my surprise, the person I spoke with immediately knew why I was calling, verified that I did not make those purchases and processed my request for a new debit card. Truly, the standard of how an omnichannel interaction should work. It was the silver lining of my cloud of aggravation over the situation – seriously, scammers suck.
A customer experience that stands out empowers consumers to engage through their choice of channels. Omnichannel communications allow customers to reach a company from a variety of devices and methods, starting and stopping the conversation as it suits them. An omnichannel approach is best pursued not as a piece of technology, but rather as a complementing strategy. The world’s savviest brands are improving existing CX functions like IVR by adding new capabilities such as disposable web apps and SMS, in the process creating new service options flexible enough to adapt to ever-shifting customer demands.
Join this webinar to learn:
- Customer channel preference trends
- What makes a truly omnichannel experience
- How contact centers can provide omnichannel experiences to their customers
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Sourced from: Aspect Blog. View the original article here.
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