No one wants to repeat 2020. Unfortunately, many of the support challenges you faced in 2020 are still here. While not near the levels they were at the beginning of 2020, call volumes are still high and will be for some time. As your organization looks to the new year, it’s time to take an honest look at your key metrics and question whether the systems, processes, and resources you’ve traditionally relied on will get you where you need to be. To avoid a 2020 repeat, incorporate these resolutions in your customer experience planning.

Resolution #1 – Rethink your Voice-First Strategy

Resolving phone calls became more difficult during 2020. It’s more important than ever to keep skilled agents focused on complex customer calls. Customer-facing teams need to eliminate the minor calls that clog call queues and distract qualified employees from tackling the more demanding issues. The solution is to not look to voice as your only method of contact.

For example, texting can do wonders for call volumes:

  • A text-first strategy can prevent calls to agents by giving customers a quick, more convenient way to chat. A best practice is to include texting within your IVR. It offers incoming callers the option to text rather than languish on hold.
  • Texting makes sure information is accurately shared, which reduces call time. Sending and receiving pictures via text is even better since images are sometimes easier to understand than describing them.
  • Texting doesn’t require your agents’ full attention. They can handle multiple texts at one time rather than a single call at a time.

Resolution #2 – Expand Your Omnichannel Support for Mobile

2020 showed everyone the importance of an omnichannel support strategy. Businesses couldn’t rely on in-person interactions due to daily lockdown changes. That’s why people shopping online jumped from 9% globally to a whopping 44%.

Since over half of all internet traffic is coming from mobile devices, social media support should play a key role in your omnichannel strategy – but it’s not enough. 90% of customers had poor experiences seeking customer support on mobile. The easiest way to fix this is to support texting:

  1. Nearly everyone has access to texting regardless of their operating system or phone model.
  2. There’s no app to download.
  3. Customers don’t need to have the app open or unique permissions to see a text.

Supporting text doesn’t mean your agents have to answer every message that comes in. Textbots (think chatbots for texting) can answer for you. They can answer common questions 24/7 or gather customer information before passing the customer over to a live agent.

Resolution #3 – Make it Personal

SaaS and the gig economy spurred increased demands for personalization. 77% of consumers have chosen, recommended, or paid more for a brand that provides a personalized service or experience. To deliver a personalized experience, your need to break down data silos across the organization, so your systems are freely sharing customer information.

Think about all the systems that support your customer’s buying journey. Tying these systems together can help you provide a personalized experience from the first interaction onward. Examples include:

  1. Connecting your marketing automation tools to your CRM so sales can cater their pitch based on the lead source.
  2. Connecting your CRM or CCaaS solution to your ticketing system to see issue history.
  3. Connecting your phone system to your CRM or CCaaS solution to get customer details on incoming calls.
  4. Connecting your CCaaS or CRM to a texting platform like Textel to route incoming texts to the right agent.

If you can’t do any of that due to other business priorities, there are still ways to offer personalization. For instance, Textel Blast lets you send out mass text blasts that include custom fields like the customer name or address.

Business Texting – A Quick Win

Business texting is the quickest path to hitting your customer experience goals for 2021 while resolving the challenges that appeared in 2020.

Learn more about Textel here.