The Future of Multi-Channel Customer Service: A Live Conversation with Industry Experts

The Future of Multi-Channel Customer ServiceThe desire to please customers continues to rank as a top priority for service organizations. Poor service affects the perception of your brand and your bottom line. According to a survey from American Express, 78% of consumers have bailed on a transaction because of a poor service experience. Now, when consumers have a bad experience they’re not just telling one or two friends, they’re telling hundreds and thousands of followers. In the social media era, news of bad customer service reaches twice as many ears as praise for a good experience.

Multi-channel customer service means offering a variety of mediums for customers to reach you; this includes phone and email, but also extends to new platforms such as social media, live chat and mobility. Since 77% of consumers use more than one channel when seeking service, a key ingredient to happy consumers is offering support where and when they need it.

Ultimately, every business must consider the impact of offering multi-channel customer support. If handled appropriately, this support strategy can improve efficiency, increase customer satisfaction, and generate new sales opportunities.

Google Hangout

Is your call center providing a seamless experience, regardless of the channel?

Customer service conversations are happening across an increasing number of communication channels every year. Customers want and need better customer service regardless of the channel being used, and if you’re not providing it, they’ll move on to your competitors.

 

Don’t be left in the dark!  Watch the live conversation and hear from front-line industry experts.

We’ll discuss:

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  • The impact of mobility
  • The role of the voice channel
  • The effects of social media
  • Plus so much more!

The Panelists:

Ethan Francis

 

Genesys

Ethan Francis

Global Director Mobility, Genesys

Twitter: @jEthanFrancis

 

Tobias Goebel

 

VoxeoTobias Goebel

Director of Mobile Strategy, Voxeo

Twitter: @tpgoebel

 

Andrew Maher

 

ServicePleaseAndrew Maher

Owner, ServicePlease

Twitter: @serviceplease20

 

Daniel Hong
[24]7

Daniel Hong

Senior Director, Product Marketing Strategy, [24]7

Twitter: @D_Hong

 

Shai Berger
Fonolo

Shai Berger

President, Fonolo

Twitter: @shaiberger