Three reasons you're not seeing the value you were promised from your digital chat platform.
Are you not getting the value that you were hoping for from your digital chat platform?
If so, this blog and our recent on-demand webinar are for you.
We recently had a great webinar featuring Melissa Price, VP, CX Digital Self-Service at Altice USA and the experts at ASAPP. In it, we talked about what is holding people back from seeing the value they want out of their existing digital chat platform, what they should look for in a new one, and how they can make that migration as painless as possible.
The conversation is ripe with solutions for some of the widespread pain points CX leaders are experiencing with their digital chat platforms.
Takeaways from the Webinar
3 Underlying Challenges Holding Platforms Back
In the webinar, we discussed three critical issues that often prevent customer engagement platforms from succeeding:
- Fragmented Customer Journeys: Disconnected touchpoints lead to inconsistent customer experiences. Automation on many platforms is not customer-friendly or efficient, often leading to frustration rather than satisfaction.
- Lack of Adaptability: Many platforms suffer from a lack of ongoing innovation and adaptability. Without continuous improvement loops and the support to keep up with evolving needs, platforms become outdated quickly and fail to deliver the optimized experiences necessary for customer retention and satisfaction. This static approach that many platforms offer contrasts sharply with the dynamic nature of customer service needs.
- Limited Effectiveness of Bolted-on AI: Many legacy chat providers rely on bolted-on AI solutions rather than being AI-native, resulting in subpar suggested responses, ultimately failing to deliver the additional efficiencies, predictive insights, and automation that AI should provide.
How Modern Chat Platforms, Like ASAPP, Address These Problems
Moder, AI-Native® digital chat platforms, like ASAPPMessaging tackles these challenges head-on:
- Seamless customer experience Integration: ASAPP Messaging unifies customer interactions, ensuring a cohesive journey.
- Continuously improving AI-Enhanced Workflows: By automating routine tasks, AI frees agents to focus on complex issues, enhancing both efficiency and satisfaction. The AI continually learns and adapts with use, leading to smarter workflows and ongoing improvements.
- Advanced AI Capabilities: The platform’s AI not only predicts customer needs but also provides real-time support to agents, enhancing decision-making.
What to Look for in a Digital Chat Platform
Choosing the right digital chat platform can significantly impact your operational efficiency and customer satisfaction. Here are some key factors to consider:
- Driving Digital Adoption:
- Encourage Digital Shift: Prioritize a platform that promotes digital engagement over traditional voice channels, which are typically more expensive.
- Cost Efficiency: Digital interactions are far more cost-effective than voice calls.
- Reliability: Ensure the platform has a strong track record with minimal outages.
- Customer Behavior Insights: Research the factors that drive customers to choose digital channels over voice to tailor your strategy accordingly.
- User Experience for Agents and Customers:
- Customer-Focused Design: A platform with excellent user experience (UX) will make customers more aware of and inclined to use chat services.
- Agent Empowerment: Good UX for agents is essential to drive adoption and enhance agent productivity through automation.
- Service-Oriented: The technology should be built to serve both agents and customers, focusing on empowerment rather than control.
- AI-Native and Continuous Innovation:
- Harnessing AI: Choose a platform that is AI-native and continuously innovates, especially given the current surge in AI advancements.
- Custom Insights with GenAI: Platforms that leverage Generative AI can provide customized insights and maintain a competitive edge.
- Experimentation and Adaptability: Opt for providers who constantly experiment with both internal and leading external AI models, rather than relying on standard models driven by financial incentives.
Real Results with Altice
Melissa Price, VP of Customer Experience for Digital Self Serve at Altice, shared compelling results achieved through the implementation of ASAPP’s digital chat platform. She highlighted results, including:
- Increased Efficiency: Significant reduction in handling times and increased resolution rates.
- Enhanced Customer Satisfaction: Improved experiences leading to higher customer satisfaction scores.
- Value of AI-Native Solutions: The AI-native approach of ASAPP was crucial in achieving these outcomes, providing deep insights and automation that traditional platforms couldn’t match.
Switching Platforms
There are short term challenges of switching platforms. But, the long-term benefits—including enhanced operational efficiencies, better customer experiences, and staying ahead of technological advancements—far outweigh the initial transition hurdles.
How to make Migration as painless as possible?
To ensure a smooth migration to a new digital chat platform, start by focusing on thorough planning, selecting the right platform with excellent UX and reliability, and leveraging AI for continuous innovation. Engage stakeholders, provide comprehensive training, and implement in phases to minimize disruptions. For a more comprehensive guide, watch the on-demand recording.
Watch the Webinar On-Demand
Curious about how Altice and ASAPP are transforming customer engagement? Watch our on-demand webinar to gain valuable insights into their groundbreaking strategies and real-world successes. It’s a must-watch if your current digital chat platform isn't meeting your expectations.