Part 2 — Benefits of a channel shift
In part two of our series on channel shifting, we discuss the benefits of a channel shift.
As we discussed, a channel shift refers to the process of moving customers from one channel, such as in-person or telephone, to another, such as online or self-service. One of the main benefits of moving to digital channels is increased convenience for customers.
With a channel shift — customers can access services and information from anywhere, anytime, and on any device through online self-services, social media, and mobile apps
Digital channels
Digital channels also allows customers to be more self-sufficient, by enabling them to find answers to their own questions, troubleshoot problems, and even complete transactions on their own. This can lead to increased customer satisfaction and loyalty.
Another major benefit of a channel shift is a cost savings. By moving customers to digital channels, organizations can reduce their reliance on expensive physical resources, such as brick-and-mortar locations and contact centers.
Digital channels also allows organizations to handle a higher volume of customer interactions with fewer staff — which can lead to significant savings on labor costs.
In addition, digital channels also allows organizations to collect data on customer interactions and preferences — which can be used to improve products and services, and also to identify new revenue streams.
Wrapping it all together
Channel shift can bring many benefits to both customers and companies, including increased convenience, self-sufficiency and cost savings. The data collected through digital channels can also help companies to improve their products and services and identify new revenue streams.
