Improve your customer service with Multi-Channel communications
Think multi-channel is nothing more than a trendy buzzword or technical fad? Think again!
Correctly deployed multi-channel can enhance your customer service, improve customer relations and facilitate long-standing relations.
The Benefits of Multi-Channel
A Complete View
For many businesses handling multiple means of communication feels like a lot of hard work. Keeping the plates spinning and all stakeholders happy takes time and money.
A multi-channel communications platform consolidates different communications methods & simplifies their management. This allows your organisation to be more efficient and offer a better quality of customer support.
No Channel Left Behind
Who owns social media in your organisation? Marketing? Sales? Customer service? So who handles any complaints and queries on this channel?
In many organisations new or evolving methods of communication can get ‘left behind’ and separated from customer support.
Multi-channel contact centres allow you bring disparate platforms together and ensure contact have a consistent & excellent experience however they engage with you.
Reply to Clients on the Medium of Their Choice
Customers choose the methods they use to contact organisations. The reasons vary and can include age, exposure to technology or the particular issues they are facing, but whatever the reason where possible you should try to respond via the chosen channel.
This won’t always be possible; after all discussing sensitive details on Twitter isn’t the best idea! However simple queries can be handled on any channel and in the most convenient manner
Monitor Standards
A centralised and organised contact centre brings with it the opportunity to monitor and improve customer service.
Set key KPI’s at the outset and utilise reporting functionality to ensure these are met. This detailed approach also gives managers the opportunity to reward top performing staff.
It is also advisable to look for a system incorporating a call recording functionality which can be adapted to meet relevant legal requirements, as well as logging for other forms of communication. This allows managers to review interactions and makes all parties accountable in case of dispute.
