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Conference Presentation

Fast-Tracking Channel Digitization through Customer First

This report is for Support Services members only

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Part of the journey of digital transformation is moving customers to a more “digital” channel. The other part is focusing on optimizing those channels for greater efficiencies while keeping the pulse on customer experience. What did we do? What are the results? Chat, the most cost-effective and efficient channel, increased from 10% to almost 50% in just three years, while phone and email channels saw the corresponding decrease. Bold changes to optimize the chat channel reduced average chat length on some teams by 20%, creating even more efficiency. Our customers’ experience to technology changes was closely monitored. By getting real-time customer feedback, the teams are more agile in testing, tweaking, and continuing to optimize the channel while maintaining an exceptional customer experience. In this session, Angela Reid, Vice President Digital Customer Support, and Kyle Hamm, Vice President Customer Transformation, will share Schneider Electric’s fast-track channel digitization journey and how to main an exceptional customer experience. Come with all your questions, participate in interactive polling, get ready to pull the trigger on changing your SLAs, and share your channel optimization best practices. Don’t miss out!

Tracks: Industrial Equipment, Networking, Support Services

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Publish Date: December 10, 2020

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