Smart Companies Mitigate Inevitable Disruption Problems Through On-Demand CX
If you look at DownDetector.com’s list of top 10 outages for this week, you’ll see names like Pandora, Electronic Arts, HBO, and more. Simply put, the reality is that disruptions and outages are the norm, but frontline, customer-facing operations struggle to be prepared to tackle the issue head on.
Consider, just last week Delta and United had computer issues ground flights and customers took to the internet to vent about frustration with the lack of response and communication.
Many other airlines (Southwest, JetBlue, American, and British Airways, to name a few) have all had issues in the past year or so as well, but the issue is universal to all organizations with minor differences in framing. The related topic that appears to get little consideration is the customer experience during times of unexpected or uncommon customer demand– think system outages, product failures, natural disasters, etc.
Certainly, every organization now has a business continuity plan for your IT systems, etc., but do you have one that includes the simple capability of being able to talk your customers off the ledge? Better yet, can your organization provide the on-demand flexibility to dynamically scale and respond to unplanned events like system outages, natural disasters, or the perfect storm of both at the same time?
Unfortunately for most organizations, the answer is a resounding “no,” with business continuity planning remains a “check-the-box” procedure in IT departments that remains very conceptual just focused on failovers and keeping systems up and running. There is less focus on the end customer’s experience.
An RX to Mitigate Negative Customer Experiences in times of Uncommon Demand
To ensure your brand is communicative and available during the outage to talk your customers off the ledge, the solution is to integrate scalability & flexibility to your frontline. The question remains though, how an organization should implement such a solution?
The answer is an on-demand technology platform. To implement this, you have two choices: build internally or outsource. Building a platform is a ton of work requiring significant time and cost investment in terms of the technology, sourcing, training, and processes required to truly move on-demand. The on-demand piece is key: if missed, you're left with an inflexible solution which doesn't facilitate real-time response. The result is you're understaffed and customers are left on hold or you're overstaffed and you’re paying for resources to sit idle. Outsourced solutions, like the Arise Platform solve these precise problems and provide true on-demand, scalable access to a vast network of resources where clients only pay for what they use. If you're interested in learning more about the Arise Platform as a flexible, on-demand CX solution or in need of a consultancy to help you add on-demand flexibility to your businesse, contact us
During last year’s Hurricane Matthew event, a major travel company shut their contact center down and Arise provided over 221% of flex capacity within an hour of request. Click here to learn more.