A pinch of good customer service followed by a splash of ticketing automation and an Omni channel contact CRM is the only recipe that keeps consumers in business and keeps loyalty bonds solid.
Customer support is usually one of the most important aspects for all businesses, both small and large. Creating a successful customer support program would give your brand a positive image and be a direct indication that you really care about your customers and make an effort to keep them happy. All common customer support products have been compiled and reviewed by our group of SaaS experts.
Today your door is always open, and both you and your customers can decide how best to have a conversation. Multi-channel simply means that there’s more than one way for customers to reach out to you for support—by phone, email, live chat, social media, and lightweight self-service options such as knowledge bases and online communities or forums.
Customers both want and expect to have the ability to contact businesses in more than one way. Beyond that, they want the experience—including the quality of service and the information they receive—to be consistent no matter which method they use to reach you.
More than likely, you’re already providing multi-channel support, but how many channels are you offering, and are they the right channels? How can you know which are the most efficient for your organization? Different channels offer different benefits, and your customer demographics may favor one channel over another.
Technology has introduced new communication channels, and will continue to. Technology has also continued to evolve the hardware these channels are accessed through. For instance, the rotary telephone became the mobile phone, and today contact centers can provide voice support without using a phone at all, through the Internet. On top of this, your customer base is growing, and you’re handling more requests than ever.