While there are always new communication trends popping up throughout the call center community, one option that is quickly becoming a preferred method (for young people, especially) is online service. It is important, however, not to ignore the older segment of the population as you foster the growth of this preferred channel for younger individuals. That’s because contrary to popular belief, older folks are increasingly using online service.
The Online Base is Growing
Recent data from Forrester Research shows that, on average, 41 percent of consumers ages 18 to 46 (generations X, Y and Z) prefer online customer service over telephone. The data further shows that online service companies need to expand their reach beyond young customers, ensuring that their online offerings target the vast majority of consumers.
Ways to Utilize Social Call Center Software
HermesNet Version 5 helps agents respond to customer queries on Facebook, Twitter and other social media sites, all accurately and in real time. For instance, service companies can queue verbal strings on Twitter as well as measure when a company’s handle has been mentioned.
Responding to customer concerns on Facebook and Twitter is not just a way to keep consumers happy; it is also a method for letting the general public know about what your company is all about, building an online reputation and personality that your business can be proud of. Simply put, the right social call center software can help your business respond to requests in the quickest and most efficient manner possible.
A continued improvement of online services and communications will help catapult telephone-centric customers into the Internet-age, allowing you to assist and charm more customers for an audience of as-yet-unknown Twitter and Facebook users (each of whom stands as a potential future customer).
To learn more about generational online service, click here to access Forrester’s “Understand Communication Channel Needs to Craft Your Customer Service Strategy” whitepaper.
