IMPROVING MULTI-CHANNEL CUSTOMER SERVICE

Your firm would not be successful without your clients, so you must treat them well and ensure that all of their demands are met. Making ensuring your customer service channels are optimized to serve your customers quickly and efficiently is one of the best ways to show your consumers you care about them.

Of course, everyone of your clients will have a different preferred mode of contacting you, so you must ensure that each of your customer service channels is responsive and helpful, whether by phone, e-mail, social media, or text messaging.

More information on how to improve each of your customer service channels may be found below.

Voice

Customers who prefer to call you are most frustrated when they interact with representatives who are unable to immediately fix their situation. To overcome this, integrate your phone-based customer feedback solutions with other channels so that agents have access to all of the customer's information.

SMS/Text

While customers appreciate the ease of SMS alerts, they dislike receiving them at inconvenient times and how to fax from iphone to printer. Use SMS alerts exclusively between 11 a.m. and 9 p.m., and for more information, check your target audience's peak mobile phone usage periods to determine when to send messages.

Email

Manage client expectations from the start: respond instantly to a customer's query and offer an expected individual response time in your response. Most clients want a correct email response within 24 hours, as well as a clear, brand-aligned email message.

The Internet of Things

Create a social media handle for your business that is only dedicated to customer service; this can increase response time by up to 43%, double your total rate of response, de-clutter your brand's main page, and stimulate viral marketing. Also, be aware that 72% of customers want a response to a Twitter complaint within an hour; while your average response time is likely to be closer to five hours, recognize that your customers expect rapid responses.

Consumers seek your assistance through a variety of ways; by optimizing and increasing your customer feedback management across channels, you will be able to better serve more of your customers.

Additional Resources:

WHAT KIND OF TECH SUPPORT IS BEST FOR YOUR BUSINESS? (Part 1)

WHAT KIND OF TECH SUPPORT IS BEST FOR YOUR BUSINESS? (Part 2)

MARKET ANALYSIS FOR CLOUD COMPUTING