Offering digital routes only may not be the answer, it will cost….
UK businesses with large consumer customer bases are increasingly migrating their sales and service operations to mainly digital channels, sometimes that is all they offer. Email, WhatsApp for Business, web chat, and social media platforms are becoming the preferred tools for engaging with customers and many customers enjoy this experience if it all goes smoothly. The appeal for many companies is that these channels, bolstered by AI-driven automation, can handle higher interaction volumes at a lower cost. The underlying strategy often includes reducing or eliminating traditional call centre headcounts, with some businesses even proposing digital-only customer service without voice alternatives.
While the cost-saving potential of this shift is undeniable, it comes with significant risks. Poorly designed digital customer journeys often leave consumers frustrated, eroding trust and brand loyalty. A recent report by Accenture revealed that 57% of consumers switch to competitors due to unsatisfactory customer service experiences. Additionally, the complexity of many customer issues makes it challenging for AI and digital channels alone to provide effective resolutions.
For instance, while a chatbot may excel at handling routine inquiries, it can fall short in addressing nuanced or emotionally charged situations. Eliminating voice support altogether risks alienating customers who prefer real-time, empathetic human interaction, especially for complex or sensitive matters.
The fallout from these missteps is significant: not only do businesses suffer reputational damage, but they also lose revenue as customers defect to competitors who offer more intuitive and supportive service options. Zendesk reports that 73% of consumers will switch to a competitor after multiple bad experiences.
We can help
ContactOne’s solutions address common pain points in digital customer journeys, such as slow response times, lack of personalisation, and confusing interfaces. Through streamlined workflows and optimised service strategies, they help businesses maintain high standards of customer care while reducing operational costs. When you get into the customer and technical journeys its quite interesting how small changes can make a big impact on your customer service and margins.