The days of requiring customers to contact your business in one way and one way only are over. Today’s consumers use a variety of communications methods to get in touch with product and service providers, and they expect to be able to use their preferred medium. That’s why multichannel customer service solutions are so important.
Multichannel customer service provides customers with choices concerning how they communicate with product and service providers when they want to place orders, ask questions, or make complaints. A good multichannel customer connection provides good service to customers no matter what medium of communication they choose, providing a consistently good experience over the phone, online, or in person.
Multichannel customer service solutions allow businesses to meet customers in their comfort zone. This helps to build customer satisfaction and boost retention rates. Using multichannel solutions allows businesses to cast a broad net, catching customers who might be turned off if they could only contact businesses via phone or with a store visit.
Some common channels businesses use to connect with customers include:
- In person – Many customers prefer to do business face to face with a representative. That’s why many companies retain storefronts, even if they could do all of their business online. The improved customer satisfaction and retention makes maintaining brick-and-mortar facilities worth businesses’ investment.
- Websites – The Internet enables consumers to make purchases from all over the world by accessing business websites. Consumers who are pretty knowledgeable about what they want typically use this to expedite transactions.
- Over the phone – Phone contact remains an important aspect of customer service for customers who have questions or concerns like being able to pick up the phone and talk to a representative of a business.
- Web chat – For some consumers, chatting online is their preferred means of communication. Web chats can be helpful in troubleshooting projects and in registering complaints or concerns.
- Social media – This is a new frontier for customer service, but one that gives companies an opportunity to be publicly proactive in handling customer complaints. It also has the potential to backfire when the best efforts of companies fail to pacify disgruntled consumers.
- Mail – Believe it or not, many customers still prefer to use the mail to send letters of complaint or to order products.
No matter what channels your company uses to interact with consumers, providing consistently good service across the board will help ensure customers are satisfied and will secure their loyalty. Bad multichannel efforts are worse than no multichannel efforts at all, as frustration with a clunky interface or untrained customer service personnel will sour customer relationships with businesses. Outsourced call center solutions can help companies step up their multichannel efforts, as these centers often provide phone and online support.
Datamark can help businesses establish multichannel customer service with teams of highly trained contact center agents. Our company uses onshore and nearshore contact centers, and customizes our efforts to meet the individual business needs of clients. To learn more, contact 1-800-477-1944.
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