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WEBINAR REPORT

Revolutionizing Customer Service with Non-Voice and Voice Channels

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[Webinar Report] Revolutionizing Customer Service with Non-Voice and Voice Channels
Part 1

Multi-channel Support

With the rise of various communication platforms such as phone calls, emails, social media, and live chats, customers have come to expect seamless and efficient interactions across multiple channels.

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Key advantages of multi-channel support

Multi-channel support offers numerous benefits that can significantly reduce the workload for businesses. By providing customers with multiple channels to seek assistance, businesses can distribute incoming inquiries across various platforms. This prevents an overwhelming influx of queries through a single channel, thereby reducing the burden on customer service agents. 

Additionally, customers can find answers to their questions through self-service options available on different channels, further decreasing the workload on support staff.

[Webinar Report] Revolutionizing Customer Service with Non-Voice and Voice Channels
[Webinar Report] Revolutionizing Customer Service with Non-Voice and Voice Channels

Another advantage of multi-channel support is its ability to cater to diverse customer preferences. Some customers may prefer traditional channels like phone calls for immediate assistance, while others may opt for the convenience of sending an email or reaching out through social media platforms. 

By providing options, businesses can accommodate various communication styles and make it easier for customers to engage with them.

Furthermore, multi-channel support enables businesses to reach a wider audience. Different demographics and customer segments favor different channels, and by offering multi-channel support, businesses can tap into these varied markets and expand their customer base. This, in turn, increases visibility, engagement, and ultimately, revenue.

2 types of Multi-channel support

Non-voice channels include email, live chat, and social media, providing written communication options. 

They offer advantages such as a synchronous communication, allowing customers to reach out at their convenience, and providing a written record for reference. 

These channels are particularly useful for addressing less urgent inquiries, handling complex issues that may require detailed explanations, and offering self-service options.

Additionally, customers can find answers to their questions through self-service options available on different channels, further decreasing the workload on support staff.

Voice channels, on the other hand, involve direct interaction through phone calls, allowing for real-time conversations and personalized assistance. 


They enable businesses to offer empathetic and personalized assistance. Voice channels excel in resolving complex or sensitive matters that benefit from vocal communication and require quick resolutions.

[Webinar Report] Revolutionizing Customer Service with Non-Voice and Voice Channels

Key Elements of Multi-channel Support

Non-voice Customer Support

Prompt responsiveness is crucial to meet customer expectations. Non-voice channels allow for quick responses, and businesses can manage expectations through automated acknowledgment systems or clear response time guidelines.

Clear and concise communication is vital in written channels. Without vocal cues, customer service representatives must effectively address queries using coherent and concise language.

Personalized interactions create a positive customer experience. Even without direct vocal interaction, tailored responses and addressing customers by name can enhance engagement and satisfaction.

Consistency across channels is also important. Seamless experiences across touchpoints reinforce a positive brand image and build customer trust.

Lastly, self-service options empower customers and reduce the workload on support teams. Providing easily accessible knowledge bases or FAQs allows customers to find solutions independently.

[Webinar Report] Revolutionizing Customer Service with Non-Voice and Voice Channels
[Webinar Report] Revolutionizing Customer Service with Non-Voice and Voice Channels

Voice Customer Support

Effective communication is crucial, with representatives demonstrating clarity, attentiveness, and active listening. Empathy conveyed through tone of voice helps build rapport and resolve issues. 

Prompt response times are vital, as customers expect timely resolutions. Efficient call routing, minimized hold times, and appropriate staffing levels aid in meeting expectations. 

Knowledgeable representatives with comprehensive training and access to up-to-date information can provide accurate assistance, leading to faster resolutions and satisfied customers. 

Personalization through addressing customers by name and tailoring responses creates a more engaging experience. 

Effective call-handling techniques, including call control and active listening, enhance support. Follow-up procedures like post-call surveys or callbacks ensure customer satisfaction. 

These elements drive customer satisfaction, foster relationships, and deliver outstanding support.

Best Practices for Non-voice and Voice Customer Support

Measuring and benchmarking key performance indicators (KPIs) across all support channels to optimize support processes and drive continuous improvement.

Tracking and analyzing data from all channels help understand customer behavior, preferences, and pain points.

[Webinar Report] Revolutionizing Customer Service with Non-Voice and Voice Channels
Response time is a crucial KPI that impacts customer satisfaction. Tracking and reducing response time across channels helps identify bottlenecks and improve efficiency.
[Webinar Report] Revolutionizing Customer Service with Non-Voice and Voice Channels
The first step in effectively tracking and analyzing data is to ensure that businesses have the necessary tools in place to collect data from each customer support channel.
[Webinar Report] Revolutionizing Customer Service with Non-Voice and Voice Channels
Resolution time is another important KPI that measures the time taken to fully resolve customer inquiries. Benchmarking resolution time helps evaluate timely solutions and enhance efficiency.
[Webinar Report] Revolutionizing Customer Service with Non-Voice and Voice Channels

Identifying trends and patterns helps optimize resource allocation during peak periods.

[Webinar Report] Revolutionizing Customer Service with Non-Voice and Voice Channels
Customer satisfaction scores directly reflect the quality of customer service. Gathering feedback through surveys or ratings across channels identifies areas for improvement.
[Webinar Report] Revolutionizing Customer Service with Non-Voice and Voice Channels
In voice support, analyzing call volume patterns allows for adjusting staffing needs and minimizing wait times. Robust call routing systems reduce transfers.
[Webinar Report] Revolutionizing Customer Service with Non-Voice and Voice Channels

First contact resolution (FCR) measures efficiency by resolving inquiries during the initial contact. Tracking FCR highlights areas for streamlining the resolution process.

[Webinar Report] Revolutionizing Customer Service with Non-Voice and Voice Channels
Personalizing interactions using customer data strengthens relationships. Feedback and sentiment analysis capture customer concerns, enhancing the customer experience.
[Webinar Report] Revolutionizing Customer Service with Non-Voice and Voice Channels
Data privacy and security must be prioritized throughout the process, complying with regulations and protecting customer data.
Part 2

Selecting the right channel for your Customer Service

Selecting the right channel for Customer Service is a critical decision that businesses must make to effectively engage with their customers and provide satisfactory support.

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Understanding Customer Preferences

[Webinar Report] Revolutionizing Customer Service with Non-Voice and Voice Channels

One of the primary considerations when selecting a customer service channel is to understand customer preferences. Different customers have varying communication preferences based on their age, demographics, technological proficiency, and personal habits. Conducting customer surveys, analyzing customer feedback, and monitoring channel usage patterns can help businesses gain insights into the preferred channels of their target audience.

For instance, younger demographics might be more comfortable with digital channels like live chat or social media, while older customers may still prefer traditional voice calls. By understanding these preferences, businesses can align their support channels to cater to the specific needs and preferences of their customers, resulting in improved customer satisfaction and engagement.

Nature of Inquiries

[Webinar Report] Revolutionizing Customer Service with Non-Voice and Voice Channels

The nature of customer inquiries also plays a crucial role in channel selection. Some inquiries may be simple and transactional, requiring quick resolutions or basic information, while others may be more complex, requiring in-depth discussions or technical support. Matching the complexity of inquiries with the appropriate channel is key to providing efficient and effective support.

For simple inquiries, self-service options such as knowledge bases or FAQ sections on websites can be highly effective. This allows customers to find answers on their own without the need for direct assistance. On the other hand, complex inquiries may require voice support, where customers can engage in real-time conversations with customer service representatives who can provide detailed explanations or guide them through troubleshooting steps.

Resource Allocation and Scalability

[Webinar Report] Revolutionizing Customer Service with Non-Voice and Voice Channels

Different channels require varying levels of staffing, technology, and infrastructure to ensure smooth operations and timely responses. Businesses must assess their available resources and determine the feasibility of supporting specific channels.

Voice channels, for example, may require larger customer service teams to handle a high volume of calls and maintain acceptable wait times. On the other hand, digital channels like live chat or social media may require a smaller team but may need additional tools and systems for monitoring and managing multiple conversations simultaneously. 

It is important to consider the scalability of the chosen channel to ensure it can accommodate future growth and changing customer demands.

Omni-Channel Experience

[Webinar Report] Revolutionizing Customer Service with Non-Voice and Voice Channels

Selecting the right channel also involves evaluating how channels can complement each other to create a unified customer experience. For example, a customer may initiate a support inquiry via live chat but may later prefer a voice call to discuss a complex issue in detail. 

Ensuring a smooth transition between channels and maintaining a centralized customer record that captures interactions across all channels can greatly enhance the customer experience and foster customer loyalty.

Part 3

Our clients’ case

Discover the transformative potential of Non-Voice and Voice Channels through a captivating case study from our esteemed client. Witness how these dynamic communication channels revolutionized their strategies, and get inspired to unlock new possibilities for your business.

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Onboarding Process Workflow

[Webinar Report] Revolutionizing Customer Service with Non-Voice and Voice Channels

Q&A with

Hasini
Hasini Dissanayake
Onboarding Manager
(SMB & MM) of Airbase

There has been different ways of customer service, but in the world we live in today, both of these
aspects are very critical. In B2B and B2C, most customers want to be heard and feel supported.
Using different methods is a very good way to tackle that. Non-voice is a little bit more personalized.
Answering the questions with the right answers in a timely manner is a very good tactic.

For me, what customers expect from a team that they’re working with is mostly to feel heard and
supported. Customer service is listening with intent, asking the right question and so ensure that you
know what they’re looking for and providing solutions that meet their needs.

One thing to always remember is that you’re talking to another person who need assistance at the time. So being human, being empathetic, and being kind goes a long way than you expect actually.
Responding in a timely manner makes them feel more important and get our job done easily.

Customer service is the key to retaining customer and bringing in new ones as well. If you contact
this customer rightaway, let them know that you’ll get back to them at a given time or with a solution
at a later day.

Innovature has always been a true partner in many capacity. My experience with the team have started with just working with a set of people from Innovature for administrative tasks to a team that worked with our onboarding team side-by-side.

Innovature team has always brought their best self forward, always took initiative and is a
hard-working group, we tackle many obstacles along the way but their work ethics was above all of
their best traits. The team took off many challenges and ace them everytime.

We’ve had many defining moments as we grew through the years and Innovature teams dedication to complete an assigned task was my most memorable moment. I knew that I did not have to worry about anything when I delegate something to them.

They always went above and beyond and what they strive for is to beat any deadlines. Innovature team was assigned anything from administrators tasks to reporting using different tools and onboarding cycle. But all of these tasks were handled with grace and with great customer service. People often felt supported by working with them.

Part 4

Trends and the Future of Voice and Non-Voice Customer Services

Voice and Non-Voice Customer Services are undergoing significant transformations as technology advances and customer expectations evolve. Businesses must adapt to these trends and prepare for the future of customer service to deliver exceptional experiences and remain competitive in the marketplace. 

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Rise of Self-Service

Self-service options like knowledge bases, FAQs, and chatbots are gaining popularity as they empower customers to find answers independently. 

As technology advances, self-service tools will leverage AI and NLP to offer even more personalized assistance. These technologies enable platforms to understand complex queries, adapt to preferences, and continuously improve accuracy. 

Customers will benefit from smarter and more intuitive self-service resources while businesses will reduce support costs as more inquiries are handled through self-service, allowing human agents to focus on higher-value interactions.

[Webinar Report] Revolutionizing Customer Service with Non-Voice and Voice Channels
[Webinar Report] Revolutionizing Customer Service with Non-Voice and Voice Channels

Integration of AI and Automation

AI-powered technologies, like chatbots and virtual assistants, are revolutionizing customer service by efficiently addressing routine inquiries, offering real-time support, and aiding with complex problem-solving. 

AI can handle high-volume tasks, providing immediate and accurate responses, while human agents excel in complex situations requiring critical thinking, empathy, and personalized attention. 

As AI advances, we can expect a seamless integration of AI and human agents, creating a hybrid model that combines automation’s efficiency with human interactions’ empathy and expertise.

Expansion of Digital Channels

Digital channels are reshaping the Customer Service landscape, offering advantages such as prompt response times, convenience, and seamless transitions between channels. 

Businesses that embrace these platforms engage with customers in real-time, providing immediate support and proactive engagement. Digital channels also generate valuable data for businesses to analyze and gain insights into customer preferences and behavior. 

By leveraging digital channels, businesses can effectively connect with customers, provide efficient support, and gain valuable insights to drive continuous improvement in their customer service strategies.

[Webinar Report] Revolutionizing Customer Service with Non-Voice and Voice Channels
[Webinar Report] Revolutionizing Customer Service with Non-Voice and Voice Channels

Personalization and Customer Experience

Businesses today have the opportunity to leverage predictive analytics and artificial intelligence (AI) to deliver personalized experiences that meet individual customer needs and preferences. 

Personalization involves understanding customer data and utilizing it to offer tailored recommendations, customized solutions, and personalized offers. 

By delivering personalized experiences, businesses can enhance customer satisfaction, foster loyalty, increase engagement, and drive repeat business. However, data privacy and security must be prioritized to ensure customers feel confident in sharing their information.

Video and Visual Support

Video communication has transformed customer support, offering enhanced experiences. 

Video calls, tutorials, and screen sharing provide real-time visual demonstrations, enabling personalized guidance and quicker issue resolution. 

Augmented reality (AR) and virtual reality (VR) technologies further revolutionize support, allowing 

Face-to-face video interactions build trust, while visual demonstrations enhance engagement. However, businesses must ensure accessibility and user-friendliness of video support, considering clear instructions, and intuitive interfaces, and addressing bandwidth and connectivity issues for a seamless experience.

[Webinar Report] Revolutionizing Customer Service with Non-Voice and Voice Channels
[Webinar Report] Revolutionizing Customer Service with Non-Voice and Voice Channels

Voice Recognition and Natural Language Processing

Accurate voice recognition allows businesses to transcribe and analyze customer interactions, gaining insights into sentiment, preferences, and pain points. 

NLP capabilities enable systems to understand and respond to queries more naturally. This leads to accurate and personalized responses, improving the customer experience. 

In contact center environments, automated speech recognition (ASR) systems analyze interactions for quality assurance and training. 

Leveraging these technologies streamlines processes enhances efficiency, and reduces manual effort. However, privacy and security must be prioritized to ensure compliance and protect customer data. Consent and data protection measures are essential for secure implementation.

Social Media and Online Reputation Management

Social media has become a critical platform for customer feedback and interaction, necessitating businesses to actively engage and maintain a strong presence. 

With customers sharing opinions publicly, brand perception and trust are greatly influenced. So, monitoring social media channels is crucial for staying informed about customer sentiments and responding promptly to inquiries and complaints. And resolving issues publicly demonstrates a commitment to customer satisfaction and addresses concerns transparently. 

As you may know, online reputation management is vital, necessitating engagement with customers, at the same time addressing negative feedback, and leveraging positive feedback. This proactive engagement through relevant content and promotions fosters customer loyalty. 

[Webinar Report] Revolutionizing Customer Service with Non-Voice and Voice Channels
[Webinar Report] Revolutionizing Customer Service with Non-Voice and Voice Channels

Emphasis on Emotional Intelligence

Customers always seek genuine connections beyond efficient problem-solving. 

Emotional Intelligence enables agents to understand and respond effectively to customer emotions. Agents with Emotional Intelligence provide compassionate and personalized support, ensuring customers feel valued. 

As a result, many businesses recognize its significance and invest in comprehensive training programs. These programs enhance agents’ empathy, active listening, and authentic communication skills. 

Emotional Intelligence empowers agents to anticipate and address issues, fostering satisfaction, loyalty, and brand advocacy.

Continuous Learning and Skill Development

As technology advances, Customer Service teams must adapt and acquire new skills to meet evolving customer expectations. 

  • Proficiency in AI and automation is crucial, enabling agents to leverage chatbots, virtual assistants, and automated systems for improved efficiency. 
  • Staying updated with industry trends, emerging channels, and new technologies is also vital. 

Lifelong learning initiatives and professional development programs facilitate continuous skill development. Creating a learning culture within the organization, fostering curiosity, and encouraging collaboration contribute to agents’ engagement and growth. 

By investing in skill development and fostering a culture of learning, businesses empower their customer service teams to deliver exceptional support.

[Webinar Report] Revolutionizing Customer Service with Non-Voice and Voice Channels
[Webinar Report] Revolutionizing Customer Service with Non-Voice and Voice Channels

Data-driven Decision-making

In the era of digital transformation, data-driven decision-making is paramount in customer service. Businesses utilize advanced analytics and predictive modeling to uncover insights, identify trends, and make informed choices. 

Customer data analysis provides a deep understanding of behavior, preferences, and pain points. This enables personalized and proactive support. 

Data-driven decisions also help optimize processes, streamline operations, and allocate resources effectively. 

By leveraging data insights, businesses can align their offerings with customer preferences, tailor their messaging to specific target audiences, and proactively address customer pain points.

Innovature BPO's CS SERVICE MODEL

[Webinar Report] Revolutionizing Customer Service with Non-Voice and Voice Channels
How Customer Service Automation Drives Business Growth

CUSTOMER SERVICE ARTICLES

[Webinar Report] Revolutionizing Customer Service with Non-Voice and Voice Channels
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