When interaction channels and delivery flows are combined you can deploy a variety of highly effective and cost efficient customer engagement methods.
Interaction Channels
There are three interaction channels companies can use to engage customers: assisted, self-help, and automated. Assisted interactions involve direct human-to-human engagement. Self-help enables customers to independently access shared knowledge and resources. Automated interactions rely on intelligent systems to facilitate seamless exchanges between humans and technology or between systems.
Delivery Flows
Each delivery channel may be used to reactively or proactively engage with customers. Reactive engagement is initiated by customers. Proactive engagement is initiated by the company.
Learn how to Optimize Support Efficiency with the Right Customer Engagement Strategy.
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