It is predicted that digital channels will soon overtake voice-based interactions – as customers become more tech-savvy and new generations (i.e. Generation Y) are not willing to get stuck on IVR and repeat their information. In 2016, the percentage of customers who have used chat doubled since 2009. If organizations haven’t yet transformed their contact centers to provide digital experiences, they are in the process of doing so.
Boost customer loyalty through effortless and personalized experiences
Consistent digital touchpoints help build brands and create customer loyalty. To achieve this, contact centers need to focus on digital channels that: their customers want, bring value, provide personalization and emotion across all touchpoints, as well as are quick and easy to use.
Customers are looking for interactions that go above and beyond the typical back-and-forth of a phone call. By implementing a modernized solution for your contact center, you can align with trends and give your customers what they need in a way that is tailored to their demographic, geographic location and more personal data.
Aria strives to provide consistent and personalized omnichannel experiences, by connecting all digital touchpoints and enabling businesses to deliver a seamless experience to their customers. We work with contact centers to design a digital strategy that provides integrated customer support – no matter what channel your customer is using.