Maintain Service Levels with Digital Engagement

In contact centres, managers say they can quite often struggle with staff shortages, making it difficult to maintain service levels.

If a contact centre is short-staffed, a Digital Engagement solution can help strategically manage contact volumes without compromising on service quality or sales targets. 

“I hear from contact centre leaders about the impact of staff sickness – it puts pressure on their ability to provide high service levels to customers through voice alone. This is yet another reason why digital enablement, combined with human empathy, is becoming a key focus as contact centres evolve.”

— Stephen Yap, Research Director at the Call Centre Management Association (CCMA)

Solving staff shortages with Digital Engagement

Digital Engagement solutions enable businesses to deliver more interactive and personalised customer experiences online. But they’re also an effective channel management tool.

With Digital Engagement, businesses can identify the intent of every person who visits their website. With this information, they can then guide them to the most efficient and cost-effective channel for their journey or enquiry based on their value to the business, agent availability, workload and opening hours. This enables the business to stay in control of inbound contact volumes and continue to meet service and sales targets – even when short-staffed.

Many companies today offer the same level of assistance to all visitors on their website. However, this requires a large pool of agents and resources that many contact centres do not have — especially during staff shortages. Digital Engagement instead helps maximise the use of digital channels and engage live agents for only the most valuable interactions.

How Puzzel Digital Engagement works

1. Identify web visitors’ needs in real-time

Almost 90% of customer journeys now begin online. But a common challenge for businesses today is being able to tell who on their website is just browsing, who’s looking for support, and who’s ready to buy.

Our Digital Engagement solution makes this possible by analysing web visitors’ behaviour in real-time and identifying their intent. With this information, businesses can then make strategic resourcing decisions such as who to prioritise and how best to serve them.

2. Prioritise high-value customers

Many businesses today offer support on a first-come, first-serve basis. However, if a site has thousands of visitors and limited resources, the business cannot effectively assist vulnerable customers or engage those who are most valuable to the business.

That’s why after analysing web visitors’ behaviour, Puzzel's Digital Engagement solution enables the business to categorise each individual into a distinct group. These groups can then be prioritised according to their needs and value. While it may not feel ‘fair’, it is the most cost-effective solution for the business.

Web visitors can also be categorised based on their individual customer history and value.

3. Automatically offer the best solution for each customer

Once categorised, the next step is to create ‘rules’ and ‘triggers’ that engage each type of web visitor with the right offer of support, at the right time.

For example, a high-priority visitor might be offered the most ‘expensive’ channel for support, such as Voice and Live Chat, while a visitor who is only looking for the address of their closest store might be guided to a chatbot. This ensures that live agents are only utilised for the most important and high-value contacts.

If you’re experiencing high demand, customers can also be offered callbacks or a meeting with an expert at a later date.jn