The Ultimate Guide to Channel Shift

The Ultimate Guide to Channel Shift

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.

What is channel shift?

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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How digital channel shift can help your business

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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...

 

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How important is  channel shift?

How to Deliver a Digital Channel Shift Strategy

Find out what makes an effective channel shift strategy easily accessible,

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The Importance of Channel Shift in the Public Sector

Why the public sector needs to adopt channel shift in local government to drive

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Channel Choice vs. Channel Shift in the Public Sector

A guide to channel shift and channel choice in the public sector.

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How to Become a Customer-Centric Housing Association

Tenants are at the heart of everything you do - but learn why you need to

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Channel Shift ROI Calculator

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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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Channel Shift resources...

How to have a successful channel shift budget

Kickstart your channel shift strategy with how to have a successful channel

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What’s Happening with Channel Shift in Local Authority and Housing?

A deep dive into the progress that the social housing sector has made with

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How to prioritise channel shift projects

Here's our take on how to prioritise which projects should be tackled as part

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How to get employees excited about channel shift

Digital transformation initiatives will run much more smoothly with genuine

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How to benchmark your current channel shift performance

By benchmarking your channel shift performance, you'll highlight precisely

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Shift (Make channel shift happen in housing)

Ready to make channel shift happen at your housing association?

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

 

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Prodo's channel shift services

Why work with a digital transformation agency?

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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.

 

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Channel shift in action...

Housing Solutions

What we did: Web Development, Design, Chatbot

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RBH

What we did: Web Development, Digital Transformation, Design, Chatbot

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Orbit Move

What we did: App Development, Digital Transformation, Design

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Accent Group

What we did: Web Development, Digital Transformation, Design

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Got a channel shift project you need help with?

We've been experts in driving digital transformation for over 20 years. Tell us more about your challenges and we'll work with you to help you achieve your channel shift ambitions.

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