Driving CX Efficiency in the Wake of Business Disruption

There’s been a lot of discussion around business disruption lately and how companies are coping through this difficult time. Coping, in some cases, means doing more with less. 

Even in the midst of all this change, leaders have adapted quickly and are driving efficiencies in their organizations by focusing on digital strategies. Quiq CEO, Mike Myer, recently published an article in the  CX Insight Magazine entitled “Driving CX Efficiency in the wake of business disruption”. He shares his thoughts on 3 areas leaders may want to consider focusing on. 

In the article, Mike encourages leaders to focus their time and resources on how they communicate with customers, how they equip their staff, and the role technology plays today and in the future.

The Case for Digital Communication

The article states how important accessibility and communication with your organization is for customers during business disruption. As prospects and consumers ourselves, we’ve all seen the COVID related messages from companies explaining how the pandemic is affecting their business. 

These messages have been an effective way to lift the veil on how the crisis has impacted the employees, operations, and processes, but it shouldn’t stop with just an email. With text messaging, web chat, and social direct messages, the conversation can go beyond a one-sided, one-off email. 

With Quiq’s messaging platform, you can send and receive messages. Send updates on orders, notifications on delivery dates, or just share information to keep everyone up-to-date. With messaging, you provide customers a consistent forum to answer questions and address ambiguity, either by initiating a conversation with you, or by responding to a message you’ve sent to them.

Read the full article on the Execs In The Know website to learn how digital channels can help companies provide consumers access to stay informed and receive the information they need.

Focus on the People, Not Just the Tools

The global scale of COVID-19 has affected companies and customers around the globe. Consumer inquiries have swelled to unprecedented volumes and customers are looking for guidance. 

No sector has been spared. Businesses, government agencies, higher-ed, and other organizations continue to struggle to keep up with the unexpected influx of calls, with some customers waiting on hold for hours. Meanwhile, companies have had to balance the need to staff contact centers with protecting their agents by sending them to work from home or granting them a leave of absence. 

The Execs In The Know article highlights how technology has enabled companies to achieve that balance. Instead of putting pressure on stressed agents to answer more calls, many of whom are working from home for the first time, companies have turned to digital channels and implemented chatbots to boost agent efficiency and deflect phone calls altogether.

The asynchronous nature of messaging allows agents to handle up to 7 conversations at one time vs a 1-to-1 phone call. Meanwhile, chatbots eliminate calls by providing consumers answers to frequently asked questions that didn’t need a human agent to answer. If a human agent is needed during the conversation, customers can be transferred to a live agent.

Chatbots are especially useful during spikes of high demand of any kind. Rerouting calls with long wait times, deflecting calls from the IVR, and capturing customer information to expedite conversations, are scenarios playing out for companies that have implemented the right tools to deal with large fluctuations.

Crisis Management for Today and The Future

Many leaders have seen their share of disaster recovery plans put into effect due to power outages, flooded offices, and even crashed systems. Few, if any, could have predicted the impact that a microscopic virus could have on their business and the economy. 

Mike Myer states in the article, “As leaders adapt to a new and demanding reality, plans will have to have a stronger focus on the technology that allows their workforce to scale quickly, allowing the flexibility to work from anywhere.” Unlike telephony systems, messaging provides the flexibility companies need to quickly and dynamically change the location of contact center agents, keeping them online to continue to assist customers.

Drive Efficiency in Your Organization

Companies are making every effort to secure the safety and security of their employees and the future of their business, Technology will continue to play a major role in our recovery.

For more detail on this topic, you can read the full article on the Execs In The Know Website. For a more in depth discussion, schedule some time today so we can help you drive more efficiency in your organization.

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