4 Signs your Call Center Is on the Path to Digital Customer Engagement Success

Companies are increasingly aware that digital customer engagement can be a path to higher revenue and higher user loyalty.

Modern consumers want to feel a personal connection to brands, as well as receive personalized communications and engage with engaging and meaningful content. In other words, they want a digital engagement with the customer.

With the proliferation of so many digital communication channels, including mobile apps, social media, email, and virtual agents, businesses have a unique opportunity to stay connected with customers long after they’ve made a purchase. The result can be stronger relationships and customers for life.

What Is Digital Customer Engagement?

The definition of digital customer engagement may differ from company to company, but at its core it is the process of engaging with users on digital channels and trying to get them to engage with your brand experiences.

Effective customer engagement takes place throughout the duration of the customer-brand relationship, and occurs on each user’s preferred digital channels.

Also, the financial impact of effective commitment can be substantial. A study conducted by Twilio found that over a two-year period, companies that invested in digital customer engagement saw a 70% increase in gross revenue.

Furthermore, according to Gartner, contact centers will play an important role in this continued positive trajectory and predict that by 2025, 40% of customer service organizations will become profit centers by becoming leaders in digital customer engagement.

4 Signs your Call Center Is on the Path to Digital Customer Engagement Success 

1) You Have a Digital Customer Interaction Strategy and Plan

Successful brands describe goals for customer engagement and use them to keep them on track.

Once the objectives have been established, the plan should outline the steps that will be taken to achieve them. Call centers may want to have an engagement plan for each channel that integrates into a cohesive strategy. They also need to consider things like how they’ll solicit customer feedback (an important form of engagement) and what role outbound campaigns will play in the overall strategy.

2) You Personalize Customer Experiences

Today’s consumers want to feel that companies recognize them and understand their needs, especially if they are long-time customers. Personalization can be key when interacting digitally with customers.

According to a Salesforce study, 66% of consumers expect companies to understand their individual needs. In other words, they want customization.

There are several ways call centers can up their personalization game, including the following:

• Integrate contact center solutions with CRM systems.
• Direct customers to the agents they are most likely to connect with (Smart Routing).
• Ensure that agents have strong interpersonal skills.

3) You Use Modern Contact Center Technology

The digital commitment with the client requires that the call centers have updated systems to contact the users where and how they want to be attended. If your contact center has the following capabilities, you are on the right track:

• Multiple digital channels.
• Omnichannel customer experiences.
• Smart self-service.
• Artificial Intelligence (AI) analysis.

4) You Are Committed To Proactive Customer Service

Being proactive in anticipating customer needs is a hallmark of great digital customer engagement. Because 90% of people who need help never initiate contact, according to Salesforce, reaching out to customers before they even know they have a problem can strengthen relationships and improve your brand image.

With the right proactive reach, like an outbound dialer or proactive conversational AI, call centers and customer service organizations can send users notifications via email, text or phone about issues like event cancellations, service news or product withdrawals, among others.