The desire to please customers continues to rank as a top priority for service organizations. Poor service affects how customers perceive 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.
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.