Adapting to your customers’ service channel preferences is nothing short of complicated. Customer service leaders today need to ensure that consistent experiences are delivered across every channel of service for customers. Whether it’s e-mail, Facebook or mobile, the customer experience should be seamless and add value to the overall journey a customer has with a company. In light of that, let’s take a look at two ways one can easily define the act of adapting to customer service channel preferences.
Understand Consumer Communication Channels
Do you have a firm grasp on changes happening in customer preference? If you don’t, you’d better start taking a look, as customer preference is rapidly changing. You should be surveying your customer base to understand how they want to interact with you. Then apply the data to better predict the types of channels you need to support in the near future.
Architect Their Infrastructure to Support Cross-Channel Communication
There’s one huge trend circulating the contact center space right now: Customers want to be able to use the channel of their choice and then continue the interaction on another channel seamlessly. This means never having to restart a conversation or interaction due to transitioning. You may want to rethink what type of call center software you’re currently utilizing and how your channels are implemented so that your infrastructure supports this type of communication.
There are still two more ways to support a consistent, value-added experience across all communication channels that customer service leaders must know. To learn them now, click here to access our whitepaper in full.
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