Enterprise customer service can be a stubborn beast to reckon with, particularly when it comes to digitizing and leveling up legacy processes. With hundreds — if not thousands — of agents across various teams, it’s not possible to just throw the baby out with the bathwater. At the same time, integrating new digital CX tools with legacy systems and CRMs has often been accompanied by a host of new pain points (when integration is even possible).
However, as enterprise customer service technology has advanced, new integrations and capabilities have finally made it possible to digitize without overhauling. In particular, unified agent dashboards can simplify and streamline communication between teams, thereby enabling a seamless experience on the customer side. This capability means that enterprises now have a new world of possibilities for channel prioritization and for leveraging the power of automation.
Consideration #1: Deflect Tickets From Phone to Messaging
Having context carry over from channel to channel is a necessary prerequisite to successfully integrating digital channels with legacy ones. Once agents have access to a unified dashboard — complete with agent notes, user data, records of past customer service interactions, etc. — it is possible to deflect tickets from legacy channels like phone to 21st century digital channels (namely, messaging). Agents on each team have a single view of all past interactions, which allows for seamless hand-off between teams.