In today’s digital-first world, delivering an integrated, multi-channel customer experience isn’t optional—it’s essential. Learn how your business can meet modern expectations with Mitel’s proven CX strategies and real-world success stories.
In today’s always-connected world, digital customer experience (CX) isn’t just a “nice to have”—it’s essential. Customers want to interact with businesses anytime, anywhere, and on any platform, whether that’s web chat, SMS, email, or social media. As highlighted in Mitel’s recent white paper, the challenge is no longer limited to enabling digital communications; success now requires integrating every channel into a unified strategy.
What Consumers Expect
Multi-Channel Flexibility:
A remarkable 74% of consumers use three or more channels to resolve issues. While voice remains valuable, digital tools like chat and SMS now dominate. In fact, a Nielsen study indicates that voice calls account for just 3% of smartphone activity in the U.S.
24/7 Availability:
Today’s consumers expect service outside traditional business hours. Instant response and convenience—via chatbots, social posts, or messaging—are now the standard.
Social Impact:
Social media platforms greatly amplify customer experiences, both positive and negative. A single complaint can gain rapid visibility, while genuine praise can build brand credibility overnight.
What’s Holding Businesses Back?
Many organizations have added digital channels piecemeal, often separated by department or tool. Marketing may own social media, while IT or support teams oversee web chat or portals. This fragmentation leads to inefficiencies, inconsistent experiences, and missed opportunities to leverage knowledge across channels.
Mitel’s CX Strategy: True Integration
To deliver mobile-first, modern experiences, businesses need an integrated digital communications framework. This means:
- Routing all digital interactions through a centralized system
- Breaking down silos between departments
- Equipping agents with context and collaboration tools
- Preserving every interaction for compliance and insight
Enhancing the Self-Service Experience
Self-service should never mean compromising quality. Just as mobile banking transformed personal finance, well-designed chatbots, mobile apps, and automated solutions can provide fast, personalized, and satisfying interactions. Customers expect self-service to work efficiently—or they’ll quickly move to competitors.
Real-World Impact: Red Funnel Ferries
Red Funnel Ferries moved beyond a voice-only system by adopting a multi-channel, Mitel-powered contact center. The results were impressive:
- 16% reduction in complaints
- 116% increase in compliments
- Improved social media engagement and real-time customer updates during ferry delays
Now, all customer conversations—across voice, email, and social—are managed centrally by fully trained agents.
The Four Ingredients for Digital CX Success
- Personalized Experiences: Identify customers and maintain a complete view of their data with every interaction.
- Quick Response Times: Instant engagement is now the baseline for satisfaction.
- Relevant Information: Provide agents with real-time, contextual insights from CRM and other integrated systems.
- Proactive Outreach: Use reminders, usage alerts, and timely updates to stay ahead of your customers’ needs.
Company-Wide Benefits
- Lower cost per interaction
- Increased customer loyalty and satisfaction
- Improved agent retention and morale
- Real-time insights and visible ROI
- A platform ready to support new channels as they emerge
Steps Toward a Winning Digital CX Strategy
Assign clear ownership of the customer experience.
- Understand your customers’ preferences and needs.
- Automate routine inquiries with smart self-service tools.
- Add digital channels thoughtfully and in stages.
- Empower agents with unified communication tools and mobile flexibility.
- Ensure business continuity and system resilience.
- Apply real-time analytics to optimize your workforce and customer interactions.
Conclusion
Mitel’s research is clear: A siloed approach to customer communication is no longer tenable. To stay competitive, businesses must integrate, automate, and personalize every interaction—because today’s digital customer expects nothing less.
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