Gaining a Competitive Edge with Live Web for Customer Service

It’s simple: the contact center should allow you to engage with your customers like never before. This is likely why multi-channel customer service has been projected for significant continued growth, which points to the fact that your customers not only want but need multi-channel service.Research shows:

  • Average time spent on Facebook per month: 6.9 hours – compared to 2.7 in 2006
  • Average time spent on phone, e-mail and mail: 4.8 hours – compared to 5.7 in 2006
  • Average time spent watching TV online: 23.1 hours – compared to only 6.3 in 2006
  • 65 percent of U.S. tablet owners surf the Web while watching TV
  • Social media accounts for 18 percent of time spent online

So, how can you integrate this social media use into your contact center strategy? That’s where the Web-based contact center comes into play.Imagine an individual surfing the Web and checking out his or her various social media accounts, when a Facebook message pops up from your company’s representative. Since the message is tasteful, personalized and well-crafted, the individual clicks on the included link and is brought to your main website, where a Web chat screen pops up.On the other end of that pop-up screen, the agent is reviewing a plethora of pertinent information in real-time that is specific to the customer, helping make his or her experience 100 percent custom-tailored and unique. For instance, the agent could know that the customer is Facebook friends with someone who has “liked” the company’s page or that the customer has already visited the company’s website 10 times.As it turns out, your customer wants to visit your nearest store to purchase a new product. With Web chat, your agent can even send over directions for the most direct route to the nearest location.Bottom line: The Web-based contact center enables you to make every single customer contact an opportunity.

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