Channel shift is the process of moving customer contact away from channels that customers would typically choose an alternative channel of communication, helping to create better customer experiences whilst improving business efficiency.
Implementing digital technologies gives businesses the opportunity to redesign service delivery, reduce costs and increase staff productivity.
However, digital transformation isn’t achieved overnight. It’s an ongoing process that begins with channel shift: the creation of effective communication and engagement for the benefit of both the organisation and the customer.
In 2018, the Office for National Statistics conducted a survey that revealed 90% of us use the internet, which means if your business doesn’t improve its digital strategy, then you’re virtually non-existent.
To create a successful channel shift strategy for your business, you need to reach out to your prospects on the right digital channels. Your strategy should also include how you plan to meet customer expectations using available resources.
Consider your target audience and their access to technology: are they digitally literate? Or not so much? Consider the type and complexity of your contact channels and bear in mind those who still use traditional methods of contact, as well as creating a plan to encourage them to use digital communication channels.
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Communication and service delivery in the public sector is increasingly digitised. The rise of all things digital brings immense benefits to customers and businesses because it offers convenience and improved personalised services. Implementing digital technologies gives businesses the opportunity to redesign service delivery, reduce costs and increase staff productivity.
While this sounds neat, a digital transformation isn’t achieved overnight. It’s an ongoing process that begins with digital channel shift; read more about the associated benefits here...
Need to understand what kind of savings your organisation can achieve through digital transformation? Get access to our channel shift ROI calculator to see the transaction costs and potential savings of moving more enquiries online.
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After working in the social housing sector for over a decade, we felt there was a lack of practical advice around implementing digital transformation projects. So, drawing on our own experiences and insights from UK housing professionals, we wrote a book all about it, Shift!
Request a free copy - featuring 150+ pages of our learnings and experience of delivering digital transformation programmes alongside insights from housing professionals
You know you need a new website. But who do you work with to deliver it? Do you have the resource in-house? Would you need to hire new skillsets? Or is it easier to work with an agency?
While you might say we’re a little biased – we know from experience that websites don’t tend to go to plan when built in-house. You get a whole lot of politics, conflicts and crossed wires.
We’re not saying working with an agency is always going to be plain sailing, but if you select the right digital partner for your needs, you’re setting your business up for a productive working relationship going forward.
