By implementing digital deflection strategies , companies have put digital gates between their customers and their support agents , making it difficult for customers to talk to a real person . Rerouting a customer somewhere else to fix their issues is a clunky experience .
You don ’ t have to be a rocket scientist to see that digital deflection , though well-intentioned , can be problematic . The word “ deflection ” itself has negative connotations .
Do you want to be deflected ? Probably not . Neither do your customers . And if they feel neglected , they ’ ll flee . According to Zendesk , after more than one bad experience , around 80 % of consumers say they would rather do business with a competitor .
Imagine being a customer facing a technical problem with a recently purchased product , only to be met with automated responses and generic solutions from chatbots and knowledge bases .
Despite the company ' s best efforts to deflect queries away from live agents , the customer is left feeling frustrated and dissatisfied , with their issue unresolved . This scenario highlights the limitations of digital deflection tactics and underscores the need for a more customer-centric approach to customer support .
DIGITAL RIDEALONGS : THE BETTER ALTERNATIVE
Enter digital ridealongs : a concept that aims to transform the way businesses engage with their customers by providing real-time assistance and personalized interactions .
Instead of deflecting customers away from live agents , digital ridealongs empower support representatives with guided customer support tools , allowing them to assist customers in navigating through issues .
Here are several examples of these tools .
• Mobile app share . Representatives join customers inside your mobile app - all customers do is accept a simple prompt - to see only what they ’ re seeing inside that app and guide their actions .
• Cobrowse . See what your customers see and assist their navigation in your website or desktop app : securely , in-person , and in the moment .
• Mobile camera share . With no app to install , invite customers or colleagues to share their mobile cameras and see what ’ s in their environment for troubleshooting , advisory services , or issue resolution .
• Screen share . Secure screen sharing technology lets representatives see any screen , browser tab , or app on a customer ’ s computer .
BY OFFERING CUSTOMERS THE OPTION TO ENGAGE WITH LIVE AGENTS WHEN SELF-HELP RESOURCES FALL SHORT , BUSINESSES CAN PROVIDE A MORE SEAMLESS AND PERSONALIZED SUPPORT EXPERIENCE ...
By offering customers the option to engage with live agents when self-help resources fall short , businesses can provide a more seamless and personalized support experience , ultimately enhancing customer satisfaction and loyalty .
And because the agents are equipped with tools to help them understand and see the customers ’ issues , they ’ re able to solve the issues faster .
Here ’ s an example . A customer has questions about a mortgage application they ’ re going through online . They engage with a chatbot , but it quickly becomes clear that they need human assistance .
Right on their app or screen , an agent meets them . They have all the context they need , not only from the customer ’ s history and chatbot conversation , but also from the customer ’ s screen : because they can see it .
Using cobrowsing technology , the agent can easily guide the customer through their form and even help them fill out any necessary fields .
Instead of getting frustrated and sifting through page after page of self-help articles , the customer ’ s issue was resolved quickly : and they made a meaningful connection that fostered loyalty and confidence .
• Video . Add live video chat to any cobrowse or mobile app share experience to augment onscreen interactions with powerful , personal , face-to-face collaboration : right in your current website or app and with nothing for users to download or install . OCTOBER 2024 41