One of the 4 main themes in our annual GigCX report supported that consumer demand for asynchronous communication in customer service channels is on the rise. Salesforce announced that their Live Chat capability will soon be end of life, replacing it with an asynchronous approach that aligns better with the flexibility today's consumers want. This shift reflects an industry-wide recognition that customers prefer more convenient conversations on-their-own-time, which are persistent rather than session based. It also highlights the need for timely responses from human experts who can engage with empathy and insight.
In our personal lives, tools like WhatsApp and SMS have normalized asynchronous conversations—those not bound by immediate responses. These channels offer convenience and flexibility, but when businesses adopt asynchronous communication for customer support, they encounter unique challenges. Managing unpredictable demand, meeting service-level agreements (SLAs), and maintaining quality are just a few hurdles contact centers face.
While asynchronous communication has immense potential, navigating it effectively requires rethinking traditional models. Here’s a look at the complexities—and how GigCX offers a unique approach to overcoming them.
The Complexity of Asynchronous Communication
- Unpredictable Volume and Timing Customers can respond at any time, creating peaks and lulls that make scheduling agents difficult. A single interaction might stretch over hours or even days, complicating workflows and agent assignments.
- Tracking SLAs Across Delayed Interactions SLAs for asynchronous channels often span hours instead of minutes, but ensuring consistent adherence requires monitoring every message carefully. Missed SLAs can snowball, eroding customer satisfaction.
- Context Switching Agents often manage multiple conversations simultaneously. Switching between different customer contexts demands mental agility and meticulous record-keeping, which can strain resources and impact interaction quality.
- Response Time Variability Some customers expect responses in minutes, while others are content with hours. Striking the right balance without overburdening agents or leaving customers frustrated is a delicate act.
- Complexity of Ticket Prioritization Urgency determination is more challenging in asynchronous channels. Unlike live calls, agents can’t assess urgency through tone or immediate feedback. Written content and metadata must suffice, which can lead to misprioritization. Routing tickets to the wrong agents further compounds delays and affects SLAs.
- Asynchronous Channel Overflow Handling a sudden influx of tickets or messages can overwhelm agents, leading to backlogs that are harder to detect than in synchronous channels. Aged tickets often require immediate attention, escalating pressure to meet SLAs.
- Balancing Human and Automated Support While automation like chatbots is helpful, over-reliance can backfire. Misclassified tickets or delays in escalating issues to the right human agents can erode trust. Efficient escalation processes are critical but more complex to implement asynchronously.
- Time Management for Agents Managing multiple asynchronous channels simultaneously adds to the complexity of scheduling and workloads. Bursts of activity—such as post-release feedback—can overwhelm agents unexpectedly, creating uneven workloads and affecting SLAs.
- Data and Reporting Delays Delayed responses in asynchronous communication make real-time performance monitoring more difficult. The lack of predictive analytics limits the ability to proactively adjust schedules or optimize resource allocation.
GigCX: A Symbiotic Solution for Asynchronous Challenges
GigCX, as an asynchronous contact channel, is uniquely positioned to tackle these challenges while maintaining a human-first approach. It draws on the natural balance between supply and demand, ensuring agility and responsiveness without the rigid structure of traditional contact centers.
- Symbiotic Supply and Demand GigCX thrives on flexibility. When demand spikes, more GigCX Experts are available to step in. These individuals work on their own schedules, avoiding the limitations of shifts and allowing for near-real-time responses. Across our customer base, we see average response times under 90 seconds—a speed difficult to achieve with traditional models.
- No Need for Schedules In asynchronous channels, the lack of shift constraints means GigCX Experts can work when it suits them. This flexibility removes the inefficiencies of traditional workforce planning, reducing costs while ensuring customer needs are met.
- Cultural Comfort with Asynchronous Tools We already communicate asynchronously in our private lives—whether it’s responding to WhatsApp messages or catching up on emails. GigCX mirrors this familiarity, creating a seamless experience for both customers and experts. It’s not a disruption; it’s a natural extension of how we interact daily.
- Maintaining Quality and Empathy While automation and AI have their place, there’s no substitute for the human touch when dealing with nuanced issues. GigCX ensures that experts, who are often brand advocates and customers themselves, bring empathy and insight to every interaction.
Rethinking Customer Support for the Asynchronous Era
The transition to asynchronous digital channels is more than just a technological shift—it’s a reimagining of how we engage with customers. Businesses must balance efficiency with experience, cost savings with quality, and automation with human empathy.
GigCX bridges these gaps, offering a model that’s both scalable and personal. It removes the constraints of scheduling, thrives on dynamic demand, and ensures fast, empathetic responses—all while reflecting the way we naturally communicate.
For companies facing the challenges of asynchronous channels, the message is clear: don’t just adapt—rethink your approach. With the right tools and strategies, asynchronous communication can become not just a channel but a competitive advantage.
To learn more about how GigCX transforms asynchronous customer support, visit www.limitlesstech.com.
