Contact centers are seeing an influx of calls, and with recent labor shortages and other business disruptions, brands are facing serious capacity issues. Digital channels are release valves that can ease that strain while dramatically reducing costs and increasing customer satisfaction.
Session-based conversations like phone calls and traditional chat are time consuming and expensive, and it often is difficult or impossible for agents to handle multiple conversations at once.
Customers are frustrated by being asked to wait on hold or for a reply when they would prefer to use a different channel and respond at their convenience.
