DIGITAL RIDEALONGS
ADVANTAGES OF RIDING ALONG
Beyond creating opportunities for meaningful connections , there are several other advantages of digital ridealongs .
1 . Real-time assistance and personalized interactions . Unlike traditional digital deflection tactics , which often rely on automated responses and generic solutions , digital ridealongs enable support representatives to engage with customers in real-time , offering tailored solutions to their specific needs .
This personalized approach not only enhances the customer experience ( CX ) but also helps build stronger relationships between businesses and their customers . They promise higher customer satisfaction and overall positive user experiences , according to a report from my company .
2 . Upselling and cross-selling opportunities . Digital ridealongs are not only great for problem-solving , they can also be revenue-drivers . The opportunity for cross-selling and upselling can lead to higher conversion rates . According to Zendesk , 64 % of customers will spend more if a business resolves their issues where they already are .
3 . Deeper insights into customer issues and preferences . Personally engaging with customers provides a better view of their problems and preferences . This enables businesses to provide more targeted support and identify areas for improvement .
4 . Competitive advantage . Businesses that embrace digital ridealongs gain a competitive edge by delivering superior support experiences . In an increasingly competitive marketplace , exceptional customer service sets businesses apart and attracts and retains customers .
DIGITAL RIDEALONGS VERSUS DIGITAL DEFLECTION
Sometimes there ’ s a fear that incorporating digital ridealongs will make contact center teams less efficient . It seems easier to send customers down the rabbit hole of self-help .
But this is a band-aid solution . And when that band-aid is ripped off , your customer is left feeling isolated , neglected , and still with unresolved issues .
That ’ s not to say that chatbots and self-help articles aren ’ t valuable . They ’ re incredibly important . They just aren ’ t the end-all-be-all .
The key is knowing the right moments to take customers on a digital ridealong . The exact moment in their digital journey where there ’ s friction : that ’ s when it ’ s time to step in .
And contrary to what you might think , incorporating digital ridealongs in your CX strategy actually helps you gain efficiencies . Research performed for us shows that guided customer support CX tools were proven to reduce AHT by 20 %, improve FCR , and deliver an astounding 394 % ROI .
BY INTEGRATING THE APPROPRIATE GUIDED CUSTOMER SUPPORT TOOLS INTO THEIR OPERATIONS , COMPANIES CAN TURN SOLITARY JOURNEYS INTO COLLABORATIVE RIDEALONGS .
THE HUMAN ELEMENT
What we ’ re seeing is that as organizations quickly went through digital transformations , the focus was on tech , speed , and efficiency .
Along the way , we ’ ve lost sight of a very important asset : people . Humans are what makes organizations thrive , and it ’ s important to strike a balance between human and tech to ensure customers ’ needs are met .
Technology can help facilitate a more authentic human connection in the digital world . According also to Zendesk , nearly 75 % of agents expressed that increased access to tools and data would significantly enhance their ability to personalize interactions with customers .
In this age of artificial intelligence ( AI ), the role of customer service agents is evolving . As AI handles simpler tasks , agents need to be equipped with the right tools to effectively tackle more challenging cases .
By integrating the appropriate guided customer support tools into their operations , companies can turn solitary journeys into collaborative ridealongs .
Customers have high expectations for support experiences . They want them to be seamless and tailored to their needs .
That ' s why it ' s crucial for businesses to rethink their customer engagement strategies by embracing a more customer-centric approach . One that bridges the gap between technology and humanity to create a support experience that ' s both seamless and meaningful .
42 CONTACT CENTER PIPELINE
Tom Martin is CEO at Glance , a CX and contact center strategist , product lifecycle expert , and partnership builder . Tom has led Glance through a successful “ pivot ,” transitioning from a small business screen share tool to a provider of omnichannel visual engagement solutions for some of the largest enterprises in the world .