The Forrester Research report ‘Ending the multichannel frustration’ demonstrates how increasingly complex it has become to provide customer service.
According to the report, only 39% of companies earned an “excellent” or “good” customer experience index rating, whilst almost two thirds of brands were rated as delivering an “ok” to “very poor” customer experience.
The report outlines three key areas where customer service departments are struggling:
- Supporting the breadth of media types
- Empowering agents with a full view of customer interactions
- Communicating contextual answers to customers
These issues stem from the lack of integration between communication channels, both technically and functionally. This might have been acceptable five years ago. But we live in a multichannel age where we expect to email, call and Tweet an organisation, and for them to have a common-thread view of all those interactions.
Without an integrated contact centre solution agents are unable to track customer enquiries across channels, which is frustrating for them and the customer.
Contact is our multichannel contact centre. This browser-based solution gives organisations the ability to stream all their enquiries into one unified interface. We also support outbound campaigns across the various channels, for a complete “360 degree” view of your communications, and PCI Compliant billing across channels.