We are living in the digital age and consumers demand more attention now than they ever have before. They want answers and they want them now. As a result of this more companies are moving towards multichannel customer support solutions to cater for this. 24/7 customer care centres across all industries are becoming the norm. Most big companies now have a dedicated social media manager because customers are online and they will send queries online and expect answers. They have the power now. A company that does not take care of its online presence runs the risk of having their reputation trashed by upset customers.
What is the Point of Multichannel Communication?
The point of having multi-channel customer service solutions is for your customers to be able to make contact with you using different mediums in a seamless process. When done right this results in great customer care and customers not even realising that these services are provided by different service providers representing the same company.
A good example of a multi-channel customer care solution is a situation where a customer can call a customer care center concerning a product they ordered online. Whether customers contact you through live chat, social media, emailing or the traditional phone call to the call centre, all communication should be traceable and it should be easy to continue the conversation from where you left off irrespective of whether the initial conversation was through another channel different from the current one.