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Tips for Improving Multi Channel Customer Service

Published on 07 April 15
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All too often, businesses make sweeping generalizations about their customers, predicting what theyâll like and dislike without having any solid research to back it up. This can hurt your business in a number of areas, especially your customer service department. As it turns out, customers prefer to communicate with customer service departments in a variety of ways, depending on different factors such as age, location, the nature of the problem, the time of day, and more.

Research shows that 61% of people prefer to use the phone for customer service, 60% expect to be able to use email, and 51% choose to look at an online FAQ page for a solution. And even within one specific channel, people have pre-set expectations concerning the promptness of a response, the tone of written content, and more.

Your company will get the most benefit from conducting its own research to discover your customersâ preferences; however, our introductory research can serve as a jumping-off point for your own research questions. Hereâs an overview of customer preferences and expectations when communicating with customer service via phone, SMS/text, email, and social channels.

Phone/Interactive Voice Technology: Around 92% of annual customer service interactions are phone-based, and brands can use interactive voice response to help customers over the phone. When an agent canât immediately solve a problem, customers view them as incapable, when in reality, the agent usually lacks the technology for an efficient response. Consider using a skill-based routing system to help grade agentsâ skills in different areas so that customers can interact with the most appropriate agent for their issue. Also, consider integrating phone-based service with other channels so that the agent has access to all of the customersâ information during a call.

SMS/Text: Consumers appreciate the convenience of SMS/text messages, and SMS engagement rates are six to eight times higher than those of email messages. Improve your open rates by sending your SMS/text messages during peak mobile usage times among your target audience.

Email: 60% of consumers want to be able to engage via email, and most consumers expect a correct answer via email within 24 hours. Acknowledge customer inquiries with a confirmation page or an auto-response email to let them know when they can expect an individualized response.

Social: 72% of customers expect a response to complaints within the hour, which is difficult for companies to achieve. Create a dedicated customer service handle for your business in order to improve response time by 43%, double your total rate of response, de-clutter your brandâs main page, and encourage viral marketing

Tips for Improving Multi Channel Customer Service - Image 1


All too often, businesses make sweeping generalizations about their customers, predicting what theyâll like and dislike without having any solid research to back it up. This can hurt your business in a number of areas, especially your customer service department. As it turns out, customers prefer to communicate with customer service departments in a variety of ways, depending on different factors such as age, location, the nature of the problem, the time of day, and more.

Research shows that 61% of people prefer to use the phone for customer service, 60% expect to be able to use email, and 51% choose to look at an online FAQ page for a solution. And even within one specific channel, people have pre-set expectations concerning the promptness of a response, the tone of written content, and more.

Your company will get the most benefit from conducting its own research to discover your customersâ preferences; however, our introductory research can serve as a jumping-off point for your own research questions. Hereâs an overview of customer preferences and expectations when communicating with customer service via phone, SMS/text, email, and social channels.

Phone/Interactive Voice Technology: Around 92% of annual customer service interactions are phone-based, and brands can use interactive voice response to help customers over the phone. When an agent canât immediately solve a problem, customers view them as incapable, when in reality, the agent usually lacks the technology for an efficient response. Consider using a skill-based routing system to help grade agentsâ skills in different areas so that customers can interact with the most appropriate agent for their issue. Also, consider integrating phone-based service with other channels so that the agent has access to all of the customersâ information during a call.

SMS/Text: Consumers appreciate the convenience of SMS/text messages, and SMS engagement rates are six to eight times higher than those of email messages. Improve your open rates by sending your SMS/text messages during peak mobile usage times among your target audience.

Email: 60% of consumers want to be able to engage via email, and most consumers expect a correct answer via email within 24 hours. Acknowledge customer inquiries with a confirmation page or an auto-response email to let them know when they can expect an individualized response.

Social: 72% of customers expect a response to complaints within the hour, which is difficult for companies to achieve. Create a dedicated customer service handle for your business in order to improve response time by 43%, double your total rate of response, de-clutter your brandâs main page, and encourage viral marketing

Tips for Improving Multi Channel Customer Service - Image 1

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