organizations are working hard to
provide a seamless experience to
consumers regardless of the engagement
channel necessitating increased
investment in digital technologies
however despite major investments and
the efforts of organizations to provide
self-service digital resources such as
self-service portals mobile apps and
other types of knowledge bases consumers
are still primarily calling a service
hotline when assistance is needed the
majority of your inbound customer
interactions happen in one of three ways
first is the voice Channel
dialing customer service remains to be
the lowest effort and most effective
Avenue for customers to receive
assistance when assistance is needed of
course it's also the most expensive
touch point for organizations the second
primary interaction method is your
website and your digital assets
customers are utilizing a multitude of
available online resources when they
need to obtain information or connect
with your organization
these include self-service portals
product guidance live chat and chat box
the third method of contact is event
based outbound engagement this is the
flipside of the other two contact
methods where organizations are
proactively engaging customers in an
effort to prevent an inbound service
request while improving the customer
experience the Jacana contact hub works
with all three contact methods to drive
your customers adoption and use of
digital resources to promote effective
and efficient self-service customers
calling for assistance on the voice
Channel or offered the option to
digitally self-serve their inquiry by
pivoting the call into a mobile
web-based digital interaction this
unique ability to pivot the call to
digital has proven to dramatically
reduce inbound call volume to the
contact center your digital and online
customers are greeted and assisted by an
intelligent assistant a personal virtual
helper their personal assistant takes
action to resolve a request or meet the
needs of the customer effectively
preventing the need for the customer to
connect with a live agents
outbound communications coming from the
organization or a company with a digital
interaction for the customer to act upon
the offer or situation the Jacana
contact hub not only drives digital
adoption and the successful use thereof
it also monitors the customers journey
to contextually handoff the customer to
an agent if the system service is needed
with the Jacana contact hub your
customers have the ability to
successfully self-service using the
contact methods they are familiar with
and already use all delivered on a
single platform that works with your
existing digital assets learn more about
the Jacana contact hub and how driving
digital adoption can improve the service
you provide
