Channel Shift Solutions
Investing in digital customer service technologies is the first step. But encouraging customers to embrace these new, self-serve technologies is just as important.
With 30 years of experience working with both public and private sector organisations, we’re able to migrate over 50% of enquiries to self-serve solutions. Employing an omnichannel approach and utilising cutting-edge automation technologies enables you to deliver improved customer service at the most convenient times for your customers.
Channel Shift Solutions
Investing in digital customer service technologies is the first step. But encouraging customers to embrace these new, self-serve technologies is just as important.
With 30 years of experience working with both public and private sector organisations, we’re able to migrate over 50% of enquiries to self-serve solutions. Employing an omnichannel approach and utilising cutting-edge automation technologies enables you to deliver improved customer service at the most convenient times for your customers.
Why Choose Inform’s Channel Shift Solution?
Seamlessly migrate customers from telephone to digital to chatbots. Ensuring a greater number of enquiries are processed without the need for intervention from human agents.
Re-route customers via our Mobile Web Module. More than 60% of calls are made on a mobile phone. As a result, SMS is a powerful means of delivering digital service alternatives direct to customers’ devices. Using our Mobile Web Module, you can interact and redirect customers to digital as soon as they contact you.
Deploy market-leading Chatbots. Make Chat available on your website and ensure total engagement by integrating comprehensive support into social media and automated telephony services.
Free up human agents so they can focus on more complex enquiries – increasing their value and cutting costs at the same time.
Monitor your channel shift success with in-depth analytics. Our comprehensive analytics support allows you to keep track of how customers are engaging with digital channels, allowing you to make evidence-based decisions about how to improve customer service provision.
Provide 24/7 customer service by linking telephony services to digital channels and chatbots that offer information and solutions to customer enquiries around the clock.
Proactive response to high-volume enquiries. Our channel shift solutions act to intercept customers at the first possible opportunity and direct them towards relevant information, online forms, digital channels and chatbots.
Tailored to meet your needs. We understand that every organisation has different needs and a unique relationship with their customers. That’s why we develop bespoke channel shift strategies based on your specific requirements and circumstances.
Make the most of 30 years of experience. Our expertise is founded on three decades of closely working with customer service teams. Our channel shift strategies ensure you get the most from both your self-serve technologies and human agents.
High-quality content encourages migration to digital. Our ability to design, build and develop industry-leading customer service technologies ensures customers are satisfied with their digital experience. As a result, they’re more likely to go digital in the future.
Seamlessly migrate customers from telephone to digital to chatbots. Ensuring a greater number of enquiries are processed without the need for intervention from human agents.
Re-route customers via our Mobile Web Module. More than 60% of calls are made on a mobile phone. As a result, SMS is a powerful means of delivering digital service alternatives direct to customers’ devices. Using our Mobile Web Module, you can interact and redirect customers to digital as soon as they contact you.
Deploy market-leading Chatbots. Make Chat available on your website and ensure total engagement by integrating comprehensive support into social media and automated telephony services.
Free up human agents so they can focus on more complex enquiries – increasing their value and cutting costs at the same time.
Monitor your channel shift success with in-depth analytics. Our comprehensive analytics support allows you to keep track of how customers are engaging with digital channels, allowing you to make evidence-based decisions about how to improve customer service provision.
Provide 24/7 customer service by linking telephony services to digital channels and chatbots that offer information and solutions to customer enquiries around the clock.
Proactive response to high-volume enquiries. Our channel shift solutions act to intercept customers at the first possible opportunity and direct them towards relevant information, online forms, digital channels and chatbots.
Tailored to meet your needs. We understand that every organisation has different needs and a unique relationship with their customers. That’s why we develop bespoke channel shift strategies based on your specific requirements and circumstances.
Make the most of 30 years of experience. Our expertise is founded on three decades of closely working with customer service teams. Our channel shift strategies ensure you get the most from both your self-serve technologies and human agents.
High-quality content encourages migration to digital. Our ability to design, build and develop industry-leading customer service technologies ensures customers are satisfied with their digital experience. As a result, they’re more likely to go digital in the future.
“With the significant positive steps taken in automation, it is critical that all organisations continuously embrace Channel Shift strategies to open up new communication channels. This increases efficiency and provides customers with the tools to self serve and interact at a time that suits them. Channel shift enablers and automation tools can be quickly deployed and should not be considered as lengthy projects. Often, when out visiting Councils, I see many who are hindered by ‘analysis paralysis’ borne of thinking Channel Shift solutions are costly and take time to deploy. Quick, scaleable ‘plug and play’ tools improve operational delivery immediately without the need for large investment risks!” Julian Mead, Client Services Director Inform Communications
How Does It Work?
Our channel shift tools and strategies aim to migrate customers from telephone-based service to digital channels and chatbots. This is achieved by linking digital channels to web sites, social media gateways, and telephony services via SMS and automated telephony – allowing you to re-route customers to self-serve technologies.
Installation
At Inform, we pursue an omnichannel approach, emphasising the importance of customers’ ability to move seamlessly between channels. This means that channel shift tools, such as our Mobile Web and chatbot solution, are typically implemented alongside our other self-serve technologies.
Setup
Channel shift tools and strategies are generally introduced within a 6-8 week timeframe. We take care of everything.
Data and Reporting
At Inform, we offer comprehensive analytics support that allows you to monitor performance and gauge the extent to which channel shift tools and strategies are affecting customer service provision. Reports can be compiled on a daily, weekly, and monthly basis, ensuring you have all the information required to make informed decisions.
What our clients say
“Roaring success in terms of providing 24/7 customer service. I am confident our customers are able to access or leave accurate information 24 hours a day.”
“Their solution gave us exactly the results we were looking for in terms of call volume reduction and Channel Shift.”
“Since implementation the service has answered approximately 23,000 calls per month and successfully retained and resolved 62% of these enquiries, providing the equivalent work of 12 F.T.E’s.”
