Adrian Swinscoe — UK-based author and a leading customer experience advisor — says, there’s been a “massive shift” to digital CX that has remained stubbornly high. “The majority of consumers do more online today than ever.”
In other words, the volume of customer queries will continue to increase rapidly.
The rising volume of incoming queries, limited resources, and poor management leads to broken customer experiences – putting key metrics like CSAT, NPS, and CES at risk.
Managing high chat volumes can be stressful. But, there’s hope. While you can’t completely eliminate inbound customer queries as your business grows, you can most certainly manage them effectively. The solution lies in automation-led conversational engagement tools that enable your support reps to handle a high volume of customer queries with ease.