Pairing Customer Feedback Strategies with Messaging

Customers Are Signaling the Need for Change—CX Leaders Must Listen

Staying in touch with customers is essential for business growth. With digital transformation being well underway for a few years now, allowing customers to communicate with your organization in the easiest way possible is the starting and perhaps the most crucial point in their journey. And a solid customer feedback strategy can help get you there.

Oftentimes, customers reach out to organizations when they are in need—they’ve come across an issue and need a helping hand fast. In such situations, they get in touch using their preferred channel of communication, or—perhaps surprisingly—the channel through which they’ll receive help or feedback from the organization the quickest. This channel might not be their favorite, but they resort to it because it’ll yield the desired results at full speed.

In a webinar titled Digital Economy: The Biggest Disruptor to CX organized by Concentrix, Jackie Potts, Senior Director of VOC Product Strategy, discussed rising preferences for human-assisted channels, as well as different ways to adapt CX and feedback strategies to your customers’ behavior. This e-book explains how truly enabling digital channels like messaging can enhance a customer’s experience and facilitate the delivery of more human interactions.