In today’s world of tech savvy customers, multi-channel communication support doesn’t mean only incorporating E-mail with voice communication. Multi-channel customer communication includes phone conversations, E-mail, click to chat, click to talk along with web-self service. Customers want convenience and your organisation needs to be wherever your customers want you to be.
Majority of customer prefer voice communication with live agent when they face technical problems. But customers expect the same great quality of service across all your customer communication channels, all the time. Companies can take a number of actions to boost customer communications. Conduct customer relationship building training with service agent, hire customer care agents for personality, technical knowledge and experience & harness technology to enhance communication across different channels. Customers expect a high level of service, professionalism from agents and service recovery. Incorporate these factors in your multi-channel communication strategy.
The smart companies know that it is much more cost effective to maintain the existing customers than to acquire new customers. Each customer is different and so are their preferences. For example, customers calling DVLA customer service contact number can have queries related to licence, tax or vehicle registration. So only delivering fast response to customer calls and prospect inquiries is not enough for building loyal customer base, customer-facing employees need accurate information to deal with customer issues.
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