Multi-Channel Customer Service
: Are You Everywhere Your Customers Are Looking?
By NICK JOHNSON
In today’s digitized world, your customers are everywhere, every minute of the day. Gone are the days where they’ll always call someone directly to find an answer. Instead, they’ll search your website, twitter feed, and shoot you an email all before begrudgingly picking up the phone. OR maybe they’re more traditional, and they’ll call you first but then notice that they have to wait on hold and get frustrated. Sound familiar? While you can’t please every customer every time, you can be prepared for the masses. This means having customer service systems in place based on how your customers would like to be helped. What do we suggest? Be everywhere, or as close as you can be.
Multi Channel Approach to Customer Service: Be Where Your Customers Are
In order to make sure no customer goes unheard, you have to make sure you’re everywhere your customers could be trying to chat with you. These days, the list of potential “places” seems to get longer and longer. Here are a few scenarios you absolutely must be prepared for:
Having a live chat option installed on your website is easier than you think, and should be a no brainer if you sell anything on your site. Put yourself in your customer shoes: if you’re already at your computer, why pick up the phone? Think of your website like your store, and your live chat associates as your salespeople!
Plus, we’ve just recently released the option to install and use Live Chat on the Cloud. This means that virtually anyone in any sized business can now utilize a cloud-based chat system on their website for a small monthly fee. And the best part? The installation is as quick and painless and can be! If you’d like to take advantage of this great opportunity, contact us today to learn more.
“Just text me.” We’ve all heard it, why ignore it? If your customers prefer texting, consider having a text-to-help line ready to go, or visit one of our many available texting solutions.
Email lovers will always love email. Make life easy for them by letting them electronically message you to their heart’s content.
While it may seem obvious, it’s worth mentioning that your website MUST be as updated as possible at all times! If you have new info to share with your customers, your website should be the first spot you share it. Make it easy for your customers to contact you from your site as well by utilizing forms.
Ah, social media. You can’t ignore it! If you frequently post to any social media site such as Twitter, Facebook, YouTube, Pinterest, or Instagram, make sure you’re checking your interactions often to answer all incoming questions.
Sound like a lot? It is, but that’s okay! We at AMX offer a full service approach to your customer service needs. Check out our full service, contact center communication suite.
Virtual Hold: Don’t Make Them Wait
While your head is still spinning from the array of digital options your customers have to get a hold of you, you can’t forget about calls! Phone calls are still an easy way for your clients to get in touch without having to dig for any information.
To ensure all calls go as smothly as possible, install a virtual hold option for your customers to take advantage of. No one likes to wait on hold, don’t force them.
It’s a lot, we know, but we’re here to help! If you want to get the most out of every communication channel, contact us today for a free consultation. We love helping businesses of any size improve their customer service, and ultimately their sales.