Digital Contact Center
Agent efficiency, automation, and operational insights
When contact centers see an influx of conversations, capacity quickly becomes an issue. But digital channels serve as release valves — easing strain while dramatically reducing costs and increasing customer satisfaction.
Messaging channels like SMS, WhatsApp, Google Business Messages, and Facebook Messenger are more efficient than session-based channels like voice and traditional chat. Asynchronous conversations (not limited to a specific time frame) enable customers to engage in real time or at any time — improving convenience, first contact resolution (FCR), and scalability.
Here we provide key information on the top channels that give your care team the edge to handle volume effectively.
Do you have a strategy to reduce expensive, unsatisfying calls?
What digital channels do your customers use to contact you?
Where do consumers most frequently go to ask questions? Are you offering more than just a 1-800 number?
Search: most common customer journey starting point; results often highlight contact channels to make it easy to call or chat.
Website: home pages, contact us pages, support pages, ecommerce portals
Maps: a common alternative to a web search to find a brand's contact info
Phone and IVR: phone numbers that connect to interactive voice response (IVR) systems
Mobile app: "contact us" buttons in brand-owned apps
QR codes: scannable codes on physical collateral, in-store or online
These channels support a messaging conversation anywhere you can embed a hyperlink from buttons on your site to email footers to QR codes.
If your homepage, "Contact Us," or "Get Support" pages on your site feature your 1-800 number, this is the best place to start. Promote your messaging channels anywhere you promote your phone number. Studies show that when given a side-by-side choice between messaging and a 1-800 number, 8 out of 10 customers will choose messaging.
Identify the channels your customers are already on, then build support experiences there. Have a large Facebook following? Alert your audience that they can get help on Facebook Messenger. Have a large international customer base? Turn on WhatsApp Business for inbound and outbound messaging.
The more channels you add, and the more visible your entry points, the more you can decrease customer care costs.
To learn more about transforming your contact center with digital messaging, chatbots, and self-service, check out our Digital Service Funnel ebook.
All visitors to your website: customers, prospects, fans, media, investors, etc.
Enhances agents
Reduces calls
Supports chatbots
Proactive notifications
Quick replies & rich media
Throttle volume
Search results page
Users on 1.5B Apple devices worldwide
Enhances agents
Easy to find
Reduces calls
Supports chatbots
Quick replies & rich media
Throttle volume
Native payment
Apple Chat Suggest
Users on billions of Android devices, as well as iPhone users
Enhances agents
Easy to find
Reduces calls
Conversational marketing
Supports chatbots
Quick replies & rich media
Throttle volume
Google Chat Suggest, and Organic & Local Search
1.3B users, 60% of US mobile users, leading messaging app in the US and 56 other countries
Enhances agents
Easy to find
Conversational marketing
Supports chatbots
Proactive notifications
Quick replies & rich media
Facebook ads and Facebook shops
Over 2B users, 56% of mobile users worldwide, 20% of US mobile users, leading messaging app in 112 countries
Enhances agents
Reduces calls
Conversational marketing
Supports chatbots
Proactive notifications
Proactive notifications
1.2B users worldwide
Enhances agents
Easy to find
Conversational marketing
Supports chatbots
Quick replies and rich media
Instagram ads, Instagram shops, and Instagram stories
Over 5B mobile device users, however often not the most popular channel depending on country
Enhances agents
Reduces calls
Supports chatbots
Proactive notifications
Throttle volume
IVR deflection and Proactive notifications
The north star for true success is to be wherever your customers are whenever they need you. Modern contact centers must deliver effective and efficient care that meets customer expectations.
Khoros Care helps brands serve customers on their digital channel of choice with unmatched operational insight to boost customer satisfaction and reduce costs.
By unifying multiple channels in a single workflow, Khoros gives agents the ability to scale and engage across touchpoints, including:
Messaging apps, like Facebook Messenger, WhatsApp, Apple Messages for Business, Google's Business Messages, and WeChat
Social networks, like Facebook, Twitter, and LinkedIn
Reviews, like those on Google Play Store and iOS
In-app and web messaging
SMS
Owned communities, forums, and knowledge bases
With 2,000+ customers, Khoros powers approximately 500 million digital interactions every day. From social media to online communities and messaging to digital customer care, Khoros helps companies authentically connect with customers throughout their journey.
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