Streamline Your Incident Routing Strategy with a new Approach

Screen Shot 2016 06 15 at 1.24.26 AM - Streamline Your Incident Routing Strategy with a new Approach

Screen Shot 2016 06 15 at 1.24.26 AM 231x300 - Streamline Your Incident Routing Strategy with a new ApproachThe majority of customers today are highly independent when it comes to customer service. They are looking to nd answers on their own 67 percent of the time, versus going directly to the phone, email or chat. In logical response, leading service organizations are continually innovating and optimizing the Web service experience. One way they're doing this is by making it easier for customers to escalate into a personalized, assisted service channel like live chat when they are struggling to and answers or solve problems on their own.

However, empowering customers to resolve most of their simple inquires and transactions online means that agents are handling increasingly more complex issues by the time an escalation
does occur. And as customers invest more time ending answers on their own, they have a heightened expectation that they'll be interacting with someone experienced and knowledgeable about them and their problem by the time they reach an actual agent. This is where service request routing—getting the right customers to the right agents at the right time—becomes incredibly important.

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