Multi Channel Customer Contact solutions provide vehicles of “doing more with less” by seamlessly integrating multiple points of customer contact into a single proactive channel covering the entire service organization. Customer requests that begin in text messaging, e-mail or live web chat can be continued and completed in another channel, such as telephone correspondence. This multi channel customer contact approach provides superior service for the customer, resulting in higher customer satisfaction and lower cost of service delivery. Clients can select a comprehensive multi channel customer contact solution, or pick-and-choose the options they wish to implement.
In today’s competitive business world, companies seek to advance their customer service offerings to gain a competitive edge on unique offerings. Whereas companies typically offer customer service through several isolated avenues, quality customer support greatly increases when consumers are offered interchangeable methods of support. For instance, a consumer that first interacts with an online representative can be given the opportunity to speak to a representative over the telephone in the same session, without redundantly beginning from the start. The representative has a detailed account of the request, measures already taken, and possible next-level support.
An integral element of multi channel customer contact is uniform customer identification across all channels of communication. Customers must be identified and maintained on a common platform of data for all interactions, as this will allow the company to learn incrementally about the customer across all touch points. In addition, each level of customer service is dependant upon the ability to ask the right questions at the right time. Since multi-channel synchronization is a complex process, it is vital that an organization pays close attention to detail when choosing systems and processes that facilitate the efficiency of information collection and dissemination. Many organizations typically fail at this stage because they lack the right information to make decisions based on prioritization and implementation. In fact, adoption of more efficient systems to enhance company controls is often slowed by lack of quality data.
When succeeding in customer service endeavors, a company might ask themselves questions such as “What multi channel customer contact experience satisfies the needs, wants, and desires of our customers? Is it the Internet experience? Is it a personal dialogue with a customer service representative? How will business process outsourcing affect my different channels?” Innovative organizations that can answer these questions and bridge the gaps with effective multi-channel support stand to win a significant competitive advantage and increased customer loyalty while making strides toward a complete and successful multi channel customer contact program.