The idea of multi-channel customer service is to provide consumers with a choice of how they interact with your organization. Whether it be a simple communication, a complex inquiry, or even a complaint, customers should have a choice in which communication channel suits them best. Gone are the days when multi-channel was nice to have; today’s consumer now expects these options to be available, without it compromising the customer experience. Organizations that are meeting and exceeding customer expectations are most definitely reaping the benefits.
Here are 5 important statistics that make the argument for using multi-channel in your service organization.
- By 2020, the customer will manage 85% of the relationship with an enterprise without interacting with a human. (Source: Gartner)
- 63% of online consumers said they were more likely to return to a website that offers live chat. (Source: Forrester)
- 75% of consumers think companies should make answers to all their common questions available via smartphones. (Source: Synthetix)
- Tablet sales are predicted to overtake PC sales permanently by 2017. (Source: Gartner)
- 70% of businesses are anticipated to use social media as part of their customer service programs by mid-2014. (Source: Aberdeen Group)
To learn more about how you can stay in tune with trends and predictions for multi-channel customer service in 2014, attend next week’s webinar.
Here’s a sneak peak at the slides:
On-Demand Webinar: 4 Trends to Watch in 2014 Multi-Channel Customer Service
Here’s a sample of what we’ll discuss:
- Mastering Multi-Channel Customer Service
- Moving from Reactive to Proactive Service Delivery
- Really Listening to the Voice of Your Customer
- Making a Better Connection with Mobile Customers
Who should watch:
- VP’s & Directors of Customer Service
- VP’s & Directors of Contact Centers
- VP’s & Directors of Web/Social Media
Shai Berger
CEO, Fonolo
Twitter: @shaiberger
John Seeds
Marketing Director, Parature
Twitter: @ParaSeeds
