DIGITAL RIDEALONGS
MOVING SUPPORT WITH DIGITAL RIDEALONGS
CHANGING SERVICE DIRECTION FROM DEFLECTION TO CONNECTION . BY TOM MARTIN , GLANCE
ILLUSTRATION PROVIDED BY ADOBE IMAGES
Businesses are constantly seeking ways to provide exceptional support while driving efficiencies . It ’ s easy to see why digital deflection - steering customers toward self-help resources - has become the norm .
On paper , it ’ s a logical approach . Customers get support : and customer service agents gain more time . However , digital deflection misses the mark when it comes to delivering the personalized support and human touch that customers crave .
There ’ s a better alternative . Instead of digital deflection , offer digital ridealongs .
In this article , I ' ll explore why digital deflection is not always a viable strategy . I ’ ll show how digital ridealongs offer a more customer-centric approach to customer engagement . One that empowers businesses to enhance support experiences and build lasting relationships with their customers .
40 CONTACT CENTER PIPELINE
DIGITAL DEFLECTION PITFALLS
Digital deflection has long been a staple in customer support , with the primary goal of guiding customers toward selfhelp resources such as FAQs , chatbots , and knowledge bases .
While these tools can be effective in reducing the workload on human agents and streamlining support processes , they can also lead to frustration and dissatisfaction when customers encounter complex issues that require personalized assistance .
... DIGITAL RIDEALONGS EMPOWER SUPPORT REPRESENTATIVES WITH GUIDED CUSTOMER SUPPORT TOOLS , ALLOWING THEM TO ASSIST CUSTOMERS IN NAVIGATING THROUGH ISSUES .