Part 2
Streamlining CX in an overwhelmed contact center
As millions flock to invest and many others are probably about to, the market has a classic case of the “good problem”: too many customers. Contact centers are overwhelmed, and because of this, poor customer service is a typical theme across crypto-related complaints.
Consumers describe crypto customer service as hard-to-reach, non-responsive or non-existent.3
3 CFPB, “Consumer complaint database,” consumerfinance.gov.
So what can your brand do to bridge the gap, support customers and provide quality experiences?
Invest in passionate talent
Prioritize training
Establish an omnichannel approach
Provide 24/7 automated support
Spotlight
A Philippines-based financial and digital payment solutions company enjoys a 94.5% customer satisfaction score (CSAT) after partnering with Foundever to implement a multichannel approach. By implementing a pool of agent experts for customer support through voice, email, back office and social media, they gave their customers multiple flexible contact solutions to quickly get support and now have grown to 124 FTEs.
customer satisfaction score (CSAT) after partnering with Foundever
Our takeaway
To bridge the gap between your brand and customers, you need to invest in passionate talent, prioritize training, establish an omnichannel approach and provide 24/7 automated support.