You may have heard of the term ‘channel shift’ as one of the new buzzwords of business. But what is a channel shift definition?
As the name suggests, a channel shift means to transition from one form of communication to another.
Many businesses are harnessing this within their digital transformation strategies to offer a better customer experience, and to improve efficiency internally.
From transferring paper-based admin online, to reducing the need for face-to-face meetings or telephone calls by creating self-serve online portals, customers and businesses are dually benefitting from a digital channel shift.
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Customers are expecting more streamlined, accessible services. The days of physical paperwork are on the out and there is nothing more frustrating to a customer than the prospect of a lengthy phone call to seek information from a supplier.
Online portals are now an essential, expected part of customer service, along with FAQs pages and email comms.
This digital channel shift will also be both time saving and cost effective for your business. Offering more self-serve options will reduce the demands for call centres or other internal support.
There’s no doubt about it, a digital channel shift can help your organisation thrive.
Transitioning to digital technologies offers businesses the opportunity to:
Find out more about the key steps to delivering a digital channel shift strategy, which are essential for successful execution of this digital transformation delivery, by reading our next blog.
All industries are seeking to transform their offering to a much stronger digital presence. Banks, insurance, retail and the housing sector are among those who are utilising digital channel shift. Make sure you don’t get left behind the times and make the channel shift happen!
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