The volume of inbound customer contact is growing, with customers still using email as an active channel. However, with the volume of emails and the challenges of responding in a timely manner, why offer a channel that is simply unmanageable and inefficient from the get-go, resulting in frustrated customers reaching for the phone due to long email response times?
There are too many emails and not the right processes to manage them. We have all received that ‘we will contact you within 24-48 hours’ and have been left hanging.
The answer is email deflection, using other real-time digital channels to reduce the number of inbound emails and the need to bring them into an agent queue in the first place.
In 40 minutes, we will discuss practical ways to deflect emails and guide customers toward more efficient digital communication channels that they use every day—SMS, WhatsApp, etc.
Key Points We Will Cover
Why reducing inbound emails is crucial for effective customer engagement
The current state of email overload and its impact on agents and customers
Smarter email deflection strategies to reduce customer response times
Utilising automation and AI to handle customer queries
Success stories of digital channel optimisation
Attending this webinar will equip you with strategies to streamline your communication channels, enhancing both efficiency and customer satisfaction.
