What is a channel shift?

Channel Shift

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. The purpose of channel shift is to improve the customer experience while also reducing costs for the organization.

Government channel shift

A government agency may shift their customers from in-person visits to online self-service options. This allows customers to access services and information at their convenience, while also reducing the need for staff and physical resources.

Retail channel shift

A retail company may shift their customers from telephone support to a chatbot or online forum. This allows customers to get quick answers to their questions without having to wait on hold, and also allows the company to handle a higher volume of customer inquiries.

Analyze customer interactions

Another aspect is that channel shift can also help organizations to better track and analyze customer interactions and preferences, which can help to improve products and services.

Channel shift is a strategy

Overall, channel shift is a strategy that aims to improve the customer experience while also increasing efficiency and reducing costs for the organization.