Yesterday we talked about intelligence to help you catch customers before they leave for a competitor.

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One way to improve customer satisfaction so you can keep them is in gift #7 - channel migration.

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The wish list: I wish my customers would take care of more tasks online.

The gift: Digital channel development

What it does: Determines which popular reasons for calls to representatives could be accomplished via digital self-service.

Why you’ll love it: Reduce your cost-to-service or cost-to-collect and relieve agents of repetitive tasks so they can focus on customer satisfaction and complex issues.

How to use it:

• Analyze reasons for calls to add or enhance features to digital channels.
• Offer promotions to reward customers who use digital options, such as autopayments.
• Uncover root causes of customer outreach and prepare digital options to address those.

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If you've never known what your customers want to do online or don't know how to get them to try it out, here's the intelligence you've been waiting for.

At the end of our #12daysofintelligence, we'll be going deeper into these gifts. Join us!