Customers today are more demanding than ever, accustomed to having things available to them at the touch of the button. Meeting the high demands of your customer base is becoming more challenging all the time. There’s a solution to this problem, and it is multi-channel customer support. The increase in use of mobile technology has opened up new channels for customer support solutions, but if done incorrectly can lead to increased customer frustration rather than satisfaction.
People multi-task and they want to be able to contact your business while commuting or standing in line at a store. This means that if you don’t support the consumers preferred method of communication, they will move on to a competitor that does. This means you business needs to evolve from a call center only operation into a multi-faceted approach that includes chat, email, social media, and text support, among other services.
Offering a Better Experience
Multi-channel customer
support gives your customers a better overall experience and impression of your business. Smart companies know that the future lies in the direction of bridging mobile self-service menus with call centers in a way that eliminates the need for the customer to “start over”. One of the ways they can do this is by transferring data collected from the customer at the beginning of the call to the agent they speak to, using interactive software that also allows the agent to communicate with the customer through multiple channels at once. An example of this might be a customer who contacts customer support via mobile phone, navigates the self-service menu to the call center, and then speaks with an agent who sends several files to the customer during the conversation and the problem is resolved.
When you do have a wide range of communication options, the customer can choose the option that works best for them. This keeps your customer comfortable and ultimately draws them back to you again and again. In a world where reputation management means much more than just announcing a press release every so often, no company can afford to ignore the vast new world of possibilities opened up by mobile customer support.
There is a long list of benefits to using multi-channel customer support, and there is also a list of reasons that you’ll be left behind technologically if you don’t. Moving into this integrated form of communication will put you at the forefront of technology, and you’ll be amazed at the results for you and for your customer base.
To learn more about multi-channel customer support or to discuss outsourcing your call center operations, contact us today. 888-501-8368