A customer’s experience and opinion of a business is positively impacted by prompt and excellent customer service – adding to a company’s competitive edge and making willing promoters out of satisfied customers. Though the tenets of customer service have remained nearly unchanged, there have been many changes in customer service channels over the past few decades.
Customer Contact Channels
There are now multiple channels through which a customer can reach out to companies – to share their complaints and issues as opposed to the earlier customer interaction points such as the customer service representatives who were contacted over the phone. Some of the popular modern channels include:
Given the channel diversity, companies need to evolve their customer service formats and innovate new methods to interact with and resolve customer issues.
Meeting Customer Service Expectations – Customizing Multi-Channel Customer Support
With multiple channels now open and available for customers to interact with companies, there are newer avenues for marketers to reach a wider audience. The business may consider these channels as separate entities but for the customer, it is a connected experience that provides support round the clock irrespective of geography. Companies therefore need to adapt and organize different channels of customer service to be more in line with customer expectations. They can make it work better by focusing on the following:
Technology solutions can help companies provide multi-channel support. A solution such as Wolken CRM Service can enhance the customer service desk by simplifying the process of receiving and resolving customer service requests. It gives agents a holistic view of the customer as a unit and provides agents with actionable insights, helping them take faster and more relevant actions and provide qualitative customer support.