Migrating customers from voice to digital provides customers with the channel of their choice and dramatically reduces a brand’s operational costs. OutPLEX led a global cosmetics brand to migrate their contacts from voice to messaging. As a result of our efforts, we were able to reduce their abandonment rate from 9% to under 1% even with an increase in volume quarter-over-quarter of 38%.
Moving from voice to digital results in operational costs reduction of up to 40%. Agents are able to handle multiple digital messages at once versus only one voice conversation. The yield in efficiency results in dramatic cost savings.
Meet your customers in the channel of their choice. According to a Facebook study, 67% of consumers want to engage with a brand that offers digital messaging (SMS, Facebook Messenger, Webchat, etc.).
Moving from voice to digital also results in higher CSAT and brand loyalty. When customers engage in the channel of their choice, they have a better customer experience. Messaging provides a 20% lift in NPS.
— E-Commerce Director, Online Jewelry Retailer
– VP of Customer Care, Large Regional MSO/Telco Company
— Director of Operations, Fortune 100 Home Improvement Retailer