Channel Strategy
Maximise first contact resolution, reduce customer effort and scale smartly.
Every customer contact is a chance to either delight or disappoint. Our channel strategy helps you identify the single best place for resolving each customer need, across all of your contact channels. We use AI to identify the issue, then triage to your preferred place of resolution.
Achieve higher first contact resolution rates, better self-service adoption and lower cost to serve with a channel strategy that’s rooted in real customer demand, backed by data, and designed to deliver world-class AI-powered service.
Why channel strategy matters?
Poor channel strategy is one of the biggest causes of customer frustration. Too many transfers, repeated information and dead ends lead to slow resolution and increased customer effort… Reducing loyalty.
In contrast, when customers land in the right place, first time, with the right level of support, everything changes.
Higher CSAT and NPS
Faster resolution
Reduced cost to serve
Empowered agents
Our approach to channel strategy
We take you from fragmented contact handling to unified, intelligent triage powered by AI and tailored to your real customer needs.
1. Unify
Understand what customers really need
We analyse data from all your contact channels – calls, chat, email, social, reviews and more. We identify the real reasons people get in touch
2. Define
Match each need to the best channel of resolution.
We work with you to assess each customer’s intent and determine its ideal handling route. Each intent is categorised according to how it’s best served using our 4-stage framework
3. Triage
Design your AI-mediated triage assistant
We create a blueprint for an AI-powered triage assistant to sit at the front door of all your channels. It will understand customer needs, determine the best possible journey and either triage, serve or escalate to the right team.
This step is the foundation of the end-to-end automation.
4. Automate
Build your automation roadmap
Once you have your channel strategy in place, we prioritise use cases for end-to-end AI automation based on our four-factor framework.
Get your channel strategy right
Ready to design a smarter channel experience?
Let’s chat about your challenges and how we can help.
