With so many platforms of communication, including text messaging, social media, video conferencing and voice, organizations are having a difficult time figuring out the right way to reach their customers, which is why they have begun to implement multi-channel customer service communication platforms.
Lauren Mashio, director of marketing at VoltDelta (News - Alert), a provider of call center solutions, recently discovered Corporate Executive Board‘s survey of more than 75,000 people, which indicates that 57 percent of customers try self-service on a company’s website before calling into a contact center.
More than 30 percent of those callers were still on the website while on the phone with the contact center agent. In this scenario, agents need to be attuned to what is going on in other channels to better service callers. The consequence of a company not being prepared for this type of buying behavior is a dissatisfied customer and potential loss of revenue.
VoltDelta offers an OnDemand Solution that delivers integrated, multi-channel, cloud-based customer support solution that supports data sharing, along with voice of the customer reporting. It includes:
- True Agent & Automation Integration with contact center technology features, such as “whispering detail” from the IVR system to agent for a seamless transition
- Proactive Outbound Calling: Outbound IVR support and applications that convert to inbound self service or agent assistance
- SMS Messaging: VoltDelta captures a customer preference for SMS, and then remembers that a text confirmation is needed on the next call -
- Email, Chat, Social Media support all with CRM integration
- Cross Channel Cloud-based Delivery Platform: DeltaTouch is a reliable and scalable IP communications platform forged to support a multi-channel solution
According to Forrester (News - Alert), trends indicate that customers are not abandoning the traditional customer service channels in favor of newer ones such as social media, but are increasing the total number of channels they use when interacting with companies. With a multi-channel solution organizations can uncover the latest trends in their communities in order to meet consumer demand.
For more information on how a cloud based contact center can support multiple channels across more than one contact center, please VoltDelta’s multi-channel solutions.
Edited by Blaise McNamee