With the number of organizations opting for multi-channel over inbound call center service increasing day-by-day, it has become crucial for businesses to know what they need to do deliver top-tier customer support over multiple channels of interaction.
Gone are the days when inbound call center service was the only way to deliver on customers’ needs and expectations. Today, if companies fail to provide customer support solutions on different channels other than telephone, then they are progressing on their way to failure. When it comes to connecting with organizations, customers want to connect with them as per their convenience and that too via their preferred interactive channel. Instead of telephones, an increasing number of customers are opting for options like different social media platforms and web chat to interact with customer support agent. As a result, companies have started expanding their reputed inbound call center services and have started considering providing customer care and support services at multiple channels.
In this blog, we will be exploring some key points that organizations should consider while transforming their inbound call center function into multi-channel contact center.
The first point that business organizations should consider is that implementing web-chat or live-chat option is not enough. To ensure that this support channel actually helps organizations boost customer experience and satisfaction level, it is necessary that a company hires professionals and gives them adequate product knowledge so that they can deliver on customers’ expectations and give them an enriching experience. Over the last five years or so, web-chat or live-chat has emerged out as the most preferred platform to provide support. So, companies that plan to transform their inbound call center servicesmust consider adding web-chat or live-chat option to their list of channels that they plan to provide customer support on.
As the number of smartphone users is increasing on a daily basis, an increasing number of customers have instant access to internet. When it comes to problem solving, they are becoming self-reliant and making the use of internet to gain knowledge on how to resolve the problem. To meet the rising demand of customers who rely on internet and FAQs to resolve issues, progressive thinking companies must include self-service options in their customer care and support solution.
Also in addition to providing inbound call center service, business organizations must cover popular social media platforms to provide customer care and support solutions. Nowadays, these platforms have become the popular choice of customers to connect with business organizations. Only those organizations that can leverage these platforms to provide customer support can attain sustainable growth in the near future.