Part 3
Scalability in a 24/7, volatile market
The crypto market is anything but predictable, which makes for a thrilling, edge-of-your-seat experience, but not always in a good way (and that’s putting it lightly).
To handle mass operations with proficiency, no matter the level of complexity, you need to roll out an omnichannel strategy and put an emphasis on recruiting, onboarding and training highly driven agents. Your CX strategy needs to scale from a small customer support team to one with thousands of agents fielding customer interactions around the clock — which is no small feat.
Spotlight
A multinational tire manufacturer decided to expand and support a B2C business model in addition to their already-established B2B model. To scale their business, they relied on Foundever to deliver services around their new e-commerce shop and Innso as their ready-to-scale omnichannel CRM solution. As the brand expanded across Europe, Innso scaled perfectly in tandem, rolling out support for another two business units in each new country, catering to the brand as well as its local labels. Inquiries are now resolved using Innso’s voice, email and chat channels, with case management, advanced CTI and back-office integration.
Establishing an agile, scalable customer experience requires proactively recruiting, empowering and strengthening your contact center staff to have the right skills and numbers to efficiently scale up and back in a rapidly growing market.
Our takeaway
The crypto market is extremely volatile and your customers depend on agile support. A robust, well-trained omnichannel strategy and an army of well-trained customer care agents is critical. Be tactical in recruitment, training and continuous mentorship and guidance from a strong CX partner.