As we all know, customer service is not a one-size-fits-all kind of deal. That’s why it’s incredibly important to make use of multiple mediums and choose the channels that best meet your customers’ needs. Just look at Twitter.
What does this social channel have to show for itself?
· Twitter has over 150 million registered uses, with 140 million interacting and using it every day.
· Its use is on the rise, with 20 percent of Internet users between 18 – 24 years old consistently using this social medium.
· This social channel isn’t limited only to younger generations, though. Between November 2010 and May 2013, Twitter use has doubled by nearly every age group.
No wonder more than 30 percent of top companies are starting to incorporate this channel as a way to reach out to clients.
Now, why is this important in terms of call center applications? Because businesses can no longer rely on just one source or channel to provide the valuable customer service clients are looking for. Ninety percent of disgruntled customers can be retained with great customer service, but not all upset clients are picking up the phone in order to find a solution. Many are turning to the Internet and social media in order to find the answer to their problem, which is why more than one call center application must be incorporated into daily operations.
Whether a company is electing to use Facebook, Twitter, online chat, or any other type of customer service application, more than one must be used in order to successfully keep each interaction – no matter what the channel is – a positive one.
