March 06, 2012
Webinar - Why Quality Customer Service across All Channels Matters
By Stefania Viscusi, Assignment Desk Editor
We’ve all been there: you buy a new product, sign up for a service, have questions about your bill, need to set up an account - whatever the case, we’re all familiar with customer service interactions. For most companies, the communications you have with them are one of the most important pieces to their business success. In fact, the very reason companies are dedicating so much attention and capital to technologies that help ensure a quality interaction is had each time someone contacts their business. New technologies and gadgets have introduced channels like email, chat and social media in addition to the usual call center for interacting with a company. By offering these channels to customers, businesses can increase satisfaction while also reducing operational costs.
Most people today would rather hop online into a chat session with a customer service rep while they multitask on other screens, than sit with the telephone to their ear listening to on-hold music. Better yet, what if you can just send a text to the company and get an instant response to your query?
Aberdeen (News - Alert) Group recently looked at 180 service professionals and identified patterns and metrics that distinguished best-in-class companies from the average performers. According to the research findings, those companies that delivered consistent, high-quality experiences across all channels were the most successful.
The research also uncovered that while businesses are seeing customers use more than just one channel when they reach out to the company, they would like to see an even greater awareness and adoption of all communications channels. eService, Social Media and Live Chat were all noted as channels slated to increase in uptake.
Tips and strategies for delivering this “best-in-class” performance in the multi-channel world of customer service will be discussed during this upcoming webinar.
Registered attendees will also receive a copy of the report, “Delivering a Seamless Customer Experience with Multi-Channel Support.”
Edited by Jennifer Russell