As an increasing number of multichannel options become available to call center agents and consumers alike, it’s important that each method work as efficiently as the next so that customers are able to transition, for example, from a mobile app to a voice solution without having to repeat the entire process all over again.
Whether speaking to a call center agent or interacting via e-mail, social media, chat or through mobile applications, each channel of communication should be as strong as the one before it. The last thing that you want is to make a new channel of communication available to consumers, only to have no one utilize it because phone, e-mail or another method is more convenient. They may very well decide that anyways, but it should be a matter of consumer preference rather than a lack of functionality on your call center’s part.
Speaking to this point, Keith Dawson, principal analyst of customer experience and interaction at Ovum, said, “You have to see mobile as part of a continuum of dramatic changes overtaking service delivery. Customers have radically changed expectations in how they engage with companies.”
Create Apps with Customer Care in Mind
With the creation of each new call center application, there is a tendency to design it to function as efficiently as possible, but it’s also important to make sure that each application is designed for the greatest ease in customer care.
While there is a lot to keep in mind when strengthening connectivity between service channels, the customers who utilize them, and the agents who facilitate the interactions, it’s important to take each step as it comes. At the end of the day, you need to make sure you’re taking the time to ensure that your call center is ready for whatever may be next.
