Read the Beforeitsnews.com story here. Advertise at Before It's News here.
Profile image
Story Views
Now:
Last hour:
Last 24 hours:
Total:

Why Multi-Channel Customer Service is Increasingly Important

% of readers think this story is Fact. Add your two cents.


How do you prefer to talk to other people? Over the phone? Through e-mail? On social media? Chances are you have different preferences depending on the time of day, your location, and what you’re talking about.

The same goes for your customers and how they prefer to communicate with your company. Some customers may prefer picking up the phone, while others would rather send a quick tweet to get their issue resolved. The variety of communication preferences within your customer base means that every one of your customer service channels needs to meet your customers’ expectations. Here’s how to improve each of your customer feedback solution channels so that you can continue to exceed their expectations from West Interactive.

Voice

Phone-based customer service still reigns supreme; roughly 92% of annual customer service interactions are phone-based, in fact. Customers get frustrated with phone-based customer service when they perceive agents as being unable to help them. You can preemptively address this by integrating your phone-based service with your other channels so that agents can see the full picture of a customer’s information; this will save time and prevent the customer from repeating information, making it a more efficient and pleasant interaction.

SMS/Text

An SMS or text message is widely regarded as quick, convenient way to update customers, especially as we become more and more dependent on our mobile devices. However, make sure that you’re contacting your customers at a time that’s convenient for them. Typically, that means only use SMS between 11am and 9pm; however, you can pinpoint more targeted times by monitoring the peak mobile usage times among your target audience.

E-mail

For customers who choose to engage with you over e-mail (around 60% of consumers, according to research), make sure that you set expectations for a realistic response time. Most consumers expect a correct answer over e-mail within 24 hours; a good strategy is to immediately acknowledge customer inquiries with a confirmation page or auto-response e-mail that includes an estimated time for an individualized response.

Social Media

Customers expect brands to be on Twitter and other forms of social media, and in fact, 72% of customers expect a response to their tweets within an hour. Unfortunately, very few companies meet that expectation (only 10%), and the average response time is closer to five hours. Dedicate a social media handle to customer service only; this will improve your response time and your rate of response while de-cluttering your brand’s main page and encouraging viral marketing.

The post Why Multi-Channel Customer Service is Increasingly Important appeared first on Wealth Blog | Discover the Secret to Create Wealth and Financial Independence.



Source: https://www.epiclaunch.com/why-multi-channel-customer-service-is-increasingly-important/


Before It’s News® is a community of individuals who report on what’s going on around them, from all around the world.

Anyone can join.
Anyone can contribute.
Anyone can become informed about their world.

"United We Stand" Click Here To Create Your Personal Citizen Journalist Account Today, Be Sure To Invite Your Friends.

Please Help Support BeforeitsNews by trying our Natural Health Products below!


Order by Phone at 888-809-8385 or online at https://mitocopper.com M - F 9am to 5pm EST

Order by Phone at 888-388-7003 or online at https://www.herbanomic.com M - F 9am to 5pm EST

Order by Phone at 888-388-7003 or online at https://www.herbanomics.com M - F 9am to 5pm EST


Humic & Fulvic Trace Minerals Complex - Nature's most important supplement! Vivid Dreams again!

HNEX HydroNano EXtracellular Water - Improve immune system health and reduce inflammation

Ultimate Clinical Potency Curcumin - Natural pain relief, reduce inflammation and so much more.

MitoCopper - Bioavailable Copper destroys pathogens and gives you more energy. (See Blood Video)
Oxy Powder - Natural Colon Cleanser!  Cleans out toxic buildup with oxygen! 
Nascent Iodine - Promotes detoxification, mental focus and thyroid health.
Smart Meter Cover -  Reduces Smart Meter radiation by 96%!  (See Video)

Immusist Beverage Concentrate - Proprietary blend, formulated to reduce inflammation while hydrating and oxygenating the cells.

Report abuse
Loading...

    Comments

    Your Comments
    Question   Razz  Sad   Evil  Exclaim  Smile  Redface  Biggrin  Surprised  Eek   Confused   Cool  LOL   Mad   Twisted  Rolleyes   Wink  Idea  Arrow  Neutral  Cry   Mr. Green

    MOST RECENT
    Load more ...

    SignUp

    Login

    Newsletter

    Email this story
    Email this story

    If you really want to ban this commenter, please write down the reason:

    If you really want to disable all recommended stories, click on OK button. After that, you will be redirect to your options page.