--- title: How to Deliver a Digital Channel Shift Strategy description: Find out what makes an effective channel shift strategy easily accessible, user-friendly, convenient, cost-effective and willing to last the test of time. image: https://www.prodo.com/hubfs/Archive/Imported_Blog_Media/Channel%20shift%20strategy-1.jpeg --- [![Prodo Logo](https://www.prodo.com/hubfs/Prodo%20Logo.svg) ](https://www.prodo.com) [![CONTACT US](https://hubspot-no-cache-eu1-prod.s3.amazonaws.com/cta/default/25768235/a3a54c3c-fbde-4800-b3a6-63dc106d37ef.png)](https://hubspot-cta-redirect-eu1-prod.s3.amazonaws.com/cta/redirect/25768235/a3a54c3c-fbde-4800-b3a6-63dc106d37ef) ![](https://www.prodo.com/hubfs/Archive/Imported_Blog_Media/Channel%20shift%20strategy-1.jpeg) 09 / 04 / 2021 # How to Deliver a Digital Channel Shift Strategy Find out what makes an effective channel shift strategy easily accessible, user-friendly, convenient, cost-effective and willing to last the test of time. ![Jacob Howell](https://www.prodo.com/hubfs/Jacob%20I%20suppose-1%20(1).jpg) [ Jacob Howell ](https://www.prodo.com/blog/author/jacob-howell) - [Channel Shift](https://www.prodo.com/blog/tag/channel-shift), [Self Service](https://www.prodo.com/blog/tag/self-service) - ** Share on LinkedIn - **Tweet - **Share on Facebook - **Share via email Contact us ** Looking to implement an effective [channel shift](https://www.prodo.com/the-ultimate-guide-to-channel-shift)? We’re here to help you deliver your channel shift strategy with the ultimate goal of creating a solution that is easily accessible, user friendly, convenient, cost effective and willing to last the test of time. - [To get started](https://www.prodo.com/blog/how-to-deliver-a-digital-channel-shift-strategy#ToGetStarted) - [Our top tips](https://www.prodo.com/blog/how-to-deliver-a-digital-channel-shift-strategy#OurTopTips) ## To get started... You’ll need to first and foremost, get the right people onboard. For example, is your goal to cut down phone calls to your customer service team and instead, have a fully-functional [chatbot](https://www.prodo.com/expertise/chatbots) in place to pick up common, less-pressing enquiries? If so, you’ll need to ensure your customer service team is committed to the change and accept the training of new technologies and processes. Share the [roadmap](https://www.prodo.com/resources/digital-transformation-roadmap) that includes what the plan is, why you’re making the change and how it’s going to roll out. The next group of people you need to bring onboard (and arguably the most stubborn!) are your customers. For many, introducing a [self-service portal](https://www.prodo.com/expertise/customer-portals) or an instant messenger is welcomed, but for others, they may prefer to stick to what they know…a good ol’ phone call. The key in this situation is to explain how beneficial the new, digital solution will be to them i.e a quicker service. ## Our top tips Want some top tips to help you achieve channel shift? We’ve got you covered. Without further ado… 1. Keep it simple As soon as your users see how easy it is to get the information they need, they’ll be sold. A self-service platform needs to be able to do what it says on the tin, self-serve! Aim for a user-friendly, simple design / functionality and you can’t go wrong. 2. Don’t be afraid to data capture There are going to be times when your team is too busy, or queries are raised out of hours. In this circumstance, don’t hesitate to ask for their contact details and let them know someone will be in touch. This subsequently allows you to match up the query with the right team member. It’s a much better experience for your customer to speak to the right person from the offset, instead of being passed from pillar to post. 3. Use social media Don’t prioritise your social media presence? It’s been estimated that [67% of consumers use platforms such as Twitter and Facebook to seek resolution for issues](https://www.socialmediatoday.com/social-business/social-media-customer-service-statistics-and-trends-infographic). Make the most of your online presence by introducing updates and sharing content. Reveal a new website, share videos of your exclusive online portal, shout about the amazing changes you’re making to help your customers. **4. Make it seamless** It’s all well and good having your customers use a more digital solution, but if they’re being passed to multiple people, and having to relay the same information over and over again - it won’t last long. Ensure your digital solution is clever enough to see service history across all channels. **5. Consistency is key** Giving your customers options is a huge step when achieving channel shift, but you need to ensure these options are consistent. Whether it be your tone of voice, content, usability - you want to be recognised for your reliable approach across multiple channels. OK, someone might not want to stray far from the website, but giving them the choice to self-serve from a chatbot that gives them the same thorough response as a phone call will only achieve a sense of trust and reliability. **6. Ensure you’re responsive** With internet users constantly on the go, making sure you’re accessible on mobile is imperative. In fact, it’s been reported that from 2013 to 2019, [mobile traffic went up by 222%!](https://www.broadbandsearch.net/blog/mobile-desktop-internet-usage-statistics) You need to meet your customers in whichever channel they choose to spend their time and we all know how much time we spend on our mobiles now. Take this one step further by considering [app development](https://www.prodo.com/expertise/app-development).  **7. Reassure customers that you’re listening to their feedback** At the end of the day, any new approach can be daunting to people, but as long as you’re open to feedback you can use the information to improve your customer journey. There will always be people that can't or refuse to go digital, and sometimes channel shift can raise concerns that those people are being left behind. But channel shift isn't about replacing human interactions or face-to-face contact, it's just providing digital service channels that can improve efficiencies and allow staff to spend more time helping the vulnerable or less able.     Header Image Source: [Unsplash](https://unsplash.com/photos/gySMaocSdqs) ![Jacob Howell](https://www.prodo.com/hubfs/Jacob%20I%20suppose-1%20(1).jpg) [ Jacob Howell ](https://www.prodo.com/blog/author/jacob-howell) 21 / 07 / 2022 - [Channel Shift](https://www.prodo.com/blog/tag/channel-shift), [Self Service](https://www.prodo.com/blog/tag/self-service) [ Zack Hodge ](https://www.prodo.com/blog/author/zack-hodge) ## [Insight Paper: Breaking Down Barriers to Digital Inclusion](https://www.prodo.com/blog/insight-paper-breaking-down-barriers-to-digital-inclusion) **Insight Paper: ****Breaking Down Barriers to Digital Inclusion: A Housing Sector** [Find Out More **](https://www.prodo.com/blog/insight-paper-breaking-down-barriers-to-digital-inclusion) 10 / 04 / 2025 - [Channel Shift](https://www.prodo.com/blog/tag/channel-shift), [Prodo Insights](https://www.prodo.com/blog/tag/prodo-insights), [BuildTrust](https://www.prodo.com/blog/tag/buildtrust), [uksocialhousing](https://www.prodo.com/blog/tag/uksocialhousing), [digitalinclusion](https://www.prodo.com/blog/tag/digitalinclusion) ![Jacob Howell](https://www.prodo.com/hubfs/Jacob%20I%20suppose-1%20(1).jpg) [ Jacob Howell ](https://www.prodo.com/blog/author/jacob-howell) ## [Insight Paper: AI, Data & Digital Transformation in Housing](https://www.prodo.com/blog/insight-paper-ai-data-digital-transformation-in-housing) **Insight Paper: AI, Data, and Digital Transformation in Housing** [Find Out More **](https://www.prodo.com/blog/insight-paper-ai-data-digital-transformation-in-housing) 03 / 04 / 2025 - [Channel Shift](https://www.prodo.com/blog/tag/channel-shift), [Prodo Insights](https://www.prodo.com/blog/tag/prodo-insights), [Housing](https://www.prodo.com/blog/tag/housing), [UnlockCapacity](https://www.prodo.com/blog/tag/unlockcapacity), [BuildTrust](https://www.prodo.com/blog/tag/buildtrust) [ Zack Hodge ](https://www.prodo.com/blog/author/zack-hodge) ## [Housing Hive: 8 Month Government Update Assessing Labour’s First Eight Months in Social Housing](https://www.prodo.com/blog/housing-hive-8-month-government-update-assessing-labours-first-eight-months-in-social-housing) **Introduction** [Find Out More **](https://www.prodo.com/blog/housing-hive-8-month-government-update-assessing-labours-first-eight-months-in-social-housing) 06 / 02 / 2025 - [Channel Shift](https://www.prodo.com/blog/tag/channel-shift), [Prodo Insights](https://www.prodo.com/blog/tag/prodo-insights), [Housing](https://www.prodo.com/blog/tag/housing) [![Footer-logo](https://www.prodo.com/hubfs/Footer-logo.svg) ](https://www.prodo.com) [Let's collaborate](https://www.prodo.com/contact) - - - - Back to top - [hello@prodo.com](mailto:hello@prodo.com) - [0844 871 7272](tel:08448717272) - The Stables, Little Heath Rd, Littleton, Chester, CH3 7DW - © 2021 Prodo - [Terms and conditions](https://www.prodo.com/terms-conditions) - [Privacy policy](https://www.prodo.com/privacy-policy) - ![logo-grid](https://www.prodo.com/hs-fs/hubfs/logo-grid.png?width=2000&name=logo-grid.png) ![websights](https://ws.zoominfo.com/pixel/62615c824b53e800128b500d) ![](https://px.ads.linkedin.com/collect/?pid=1039588&fmt=gif) ```json { "@context" : "https://schema.org", "@type" : "BlogPosting", "author" : { "@type" : "Person", "name" : "Jacob Howell", "url" : "https://www.prodo.com/blog/author/jacob-howell" }, "dateModified" : "2022-07-21T08:34:43.211Z", "datePublished" : "2021-04-09T04:00:00.000Z", "headline" : "How to Deliver a Digital Channel Shift Strategy", "image" : [ "https://www.prodo.com/hubfs/Archive/Imported_Blog_Media/Channel%20shift%20strategy-1.jpeg" ], "mainEntityOfPage" : { "@id" : "https://www.prodo.com/blog/how-to-deliver-a-digital-channel-shift-strategy", "@type" : "WebPage" }, "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://www.prodo.com/hubfs/prodo-logo-horizontal-dark-RGB.png" }, "name" : "Prodo" } } ``` ```json { "@context" : "https://schema.org", "@id" : "https://www.prodo.com/", "@type" : "LocalBusiness", "address" : { "@type" : "PostalAddress", "addressCountry" : "GB", "addressLocality" : "Chester", "addressRegion" : "Cheshire", "postalCode" : "CH3 7DW", "streetAddress" : "The Stables, Little Heath Road, Littleton" }, "aggregateRating" : { "@type" : "AggregateRating", "ratingValue" : "4.9", "reviewCount" : "11" }, "description" : "We are Prodo, a digital transformation agency based in the North West. We build powerful platforms specifically built for housing associations to drive channel shift.", "geo" : { "@type" : "GeoCoordinates", "latitude" : 53.191217, "longitude" : -2.837173 }, "image" : "https://prodo.com/hubfs/Prodo%20Website%20Images/Website%20Imagery/Featured%20Images/Prodo%20homepage%20featured%20image.jpeg", "logo" : "https://www.prodo.com/hubfs/Prodo%20Logo.svg", "name" : "Prodo", "openingHoursSpecification" : { "@type" : "OpeningHoursSpecification", "closes" : "17:00", "dayOfWeek" : [ "Monday", "Tuesday", "Wednesday", "Thursday", "Friday" ], "opens" : "08:30" }, "sameAs" : [ "https://www.linkedin.com/company/prodo-digital/", "https://www.facebook.com/prodo.chester/", "https://www.instagram.com/prododigital/", "https://twitter.com/Prodo" ], "telephone" : "0844 871 7272", "url" : "https://www.prodo.com/" } ```