Do your customers want (or need) to call you? This question is what call deflection is all about. The term refers to ways of reducing inbound calls by encouraging customers to get in touch using other channels, many of which allow them to self-service. In other words, call deflection is about offering a better customer experience while reducing the burden on your contact centre.
It’s fair to say our company has achieved an unbelievable amount over the course of the past 12 months. On 4th October 2016, we launched our new corporate website after months of hard work; auditing our existing online presence, measuring brand equity and really taking the time to understand our target audience by facilitating a number of buyer persona workshops. Going-to-market with an entirely new brand and value proposition is no mean feat.
When we released findings of a consumer survey earlier this month that showed 90% of UK consumers had unsubscribed from retailer communications, it was a familiar story to a lot of the journalists we spoke to.