Make the Multichannel Customer Strategy Part of Your Plan
October 03, 2013
By Michelle Amodio, TMCnet Contributor
Businesses today are having a difficult time keeping up with customer demand, as the inception of multichannel customer service has changed the playing field of how customers interact with the companies they do business with. The increased online connectivity of consumers coupled with cross-channel communications makes it difficult for managers to accurately predict how and when customers will reach out.
Did you know that the multichannel experience means twice as many year-over-year improvements in customer satisfaction compared to peers using only a single channel? Examination findings from Aberdeen (News - Alert) Research have proven this, and so it behooves businesses to start thinking about ditching the single channel solution and move toward a model that incorporates the various methods of communication out there.
A webinar from the folks at inContact and 1to1 Media will be addressing this very topic, and explain how businesses can harness the power of the multichannel strategy to see positive results with their customer service practices. The webinar, “Getting Started with Multichannel Customer Service: The Wells Fargo Way” features George Larribas executive vice president at Wells Fargo and Tom Hoffman (News - Alert), executive business editor at 1to1 Media as speakers. This webinar will detail:
Best practices for prioritizing the channels customers want to use for support;
How to understand the types of information customers seek;
Starting points for a successful multichannel customer service strategy.
Customers today demand higher quality, competitively priced products and improved service while businesses are continually tasked with striking the balance between service quality, efficiency and effectiveness, and revenue generation, cost cutting and profitability. What makes it doubly challenging is the social factor; businesses are being tasked with the multichannel experience for their customers through social media, like Facebook (News - Alert) and Twitter.
Learn how Wells Fargo is building its own multichannel strategy and the lessons it has learned along the way.
This 30-minute webinar will take place on Tuesday, October 29, at 2 p.m. (EDT). Sign-up is available through 1to1 Media.
Edited by Rory J. Thompson