While conventional channels still play a critical part in receiving customer feedback, customers are having conversations about your business through a wide variety of communication outlets. Businesses must adopt an effective strategy to handle customers via these channels.
The 2012 Contact Center Satisfaction Index Report (CCSI) by CFI Group estimates more than 30% of CCSI respondents contacted customer service through methods other than calling on the telephone. The catalyst for this change is the consumers desire to control how and when they interact with a company.
In today’s multi-channel environment it becomes vital for customer engagement organizations to recognize and embrace the customers desire and ability to interact across various channels regarding the same support issue. It is not uncommon for a customer to reach out for support via social media and move to phone if an issue is not resolved in a timely manner.
The CCSI study confirms that 93% of customers appreciate being contacted to resolve an issue they posted via social media. Social media has evolved into a viable means of converting sales and increasing goodwill. As such, customer support organizations must integrate this function into the contact center to provide a seamless customer experience.
Golden Gate BPO offers a range of multi-channel outsourcing solutions. Contact us to learn how we can help you meet the needs of today’s evolving consumer.