Multi Channel Care refers to the various and unique means an organization has at its disposal to communicate with its customer base and provide customer service solutions. Customers appreciate a versatile organization capable of providing many different contact options, and many enter into contracts with a company only after researching the different methods that are available for doing business with the organization. However, multi channel care does not mean that a business offers merely a variety of communication methods but that additional communication channels are also convenient, secure, and reliable.
If customers typically contact a vendor by phone, they have likely become familiar with the type of assistance and services available when using the telephone to conduct business. The customers are comfortable calling in and have, to some degree, come to rely on that method of communication. However, if the vendor offers other means of contact, those same customers may find new avenues of communication more conducive to their schedules or lifestyles. In today's information-dependent world, many customers spend ample time in front of a personal computer. For those customers, a live web chat session or email discussion is perfect for their circumstances.
If a company provides multi channel care, the organization must ensure that all forms of communication are secure. As live web chat, e-mail, and interactive voice response solutions become more popular avenues for customer contact, it is imperative that organizations ensure all information security measures and protocols are in place and conform to all applicable privacy laws before offering these additional services to their clients.
If a company offers additional communication methods, the organization must ensure the multi channel care services are reliable in addition to providing convenience and security. Ideally, an organization will plan a rigorous testing phase to ensure the stability of all operable functions. The company may decide to delay, or cancel, an application that does not perform well during the assessment or trial phase, recognizing that the slightest malfunction or quirk could cause a problem for its customer base and thus cancel any added value on which the addition of new services was predicated.
Leading organizations understand the significance of offering multi channel care to their customers and what it means in terms of both organizational efficiency and the customer's perception of doing business with the company. However, greater improvements in providing customer service may be realized by specialized lines of business, such as page Debt Recovery or collections, since these services have more frequent customer contacts compared to other business models and will most effectively impact a client’s bottom line. Any determined firm or organization, however, will need to consider the advantages and possibilities delivered by Multi Channel Care.