But it is not an easy task, initial gains are quickly overshadowed by new challenges that affect customer experience and overall efficiency.
Different processes per channel with no visibility and coordination
Most of the initial implementations have followed a vertical approach, creating independent logic silos per each one of the channel with limited visibility and end to end process control, making difficult to create consistent customer experience across channels , and adding complexity to e2e process management.
Selfcare and digital channel support only basic types of issuesThe coverage of a more complex set of customer issues, represents in most of the cases an exponential increase in configuration demands (intents conversational flow, complex workflows, etc), impacting customer adoption.
Limited end to end traceability and learningAdding new channels increase the complexity to understand the end to end customer journey during the path to resolution, preventing many companies from knowing the true and complete customer experience.