Having Customers Contact You Through Multiple Platforms Should Always Come As Good News – kapdesk


Each of your customers is unique, and that requires you to see to their needs differently. They all have their own and personal preferences, along with their likes and dislikes. So, connecting with them in the same way would be an exercise in futility.

This is exactly where multi-channel customer service or ticketing system comes into play. The importance of a multi-channel customer service should never be underestimated. More often than not, your customers are in the need of assistance when using a service for the first time.

However, what’s important is that their choice of platform is available to them, which will allow them to get in touch with your customer service agent as easy as picking up a phone or typing out a message on a computer. Such channels could also include email or going through the FAQ for a solution.

But, it doesn’t end here; on the contrary, this marks the beginning. Within different channels, your clients will have different expectations. From promptness to response, to the tonality and style with which the support is being delivered, the expectations vary.

For a communication that is appropriate and responsive, follow these tips.

Put IVR to good use

Your consumers want to be heard, and nothing can deliver this to them other than voice services. These continue to be the most popular mediums when it comes to communicating with the consumers.
Interactive voice response (IVR) is a very coherent way for your business to help those subgroup of clients who prefer using the phone over other mediums.

An IVR is also capable of supporting automated self-service, which automatically cuts down on time-consuming and trivial conversations.

It is important for every business to integrate phone-based services with the different channels that they have under their umbrella. This ensures that the customer’s overall information and the channels through which they are reaching out to your customer service are easily visible. This will not only save your agents’ time but will also prevent information redundancy.

Use SMSes for improved customer experiences

Customer expectations are always on the rise. With the advent of mobile, they are expecting quick and convenient services in a jiffy. This where text messages can come in handy. With text messages, you can reach out to your customers anytime and anywhere.

The same is true for mobile internet users. Even more so in some cases, as they tend to expect fast loading times for websites, and when their expectations are not met, they are also quick to abandon you – it’s a double-edged sword.

Your users will not stick with your mobile site if it is taking more than a couple of seconds to load. Look at it this way, even a seconds delay can decrease customer satisfaction by a considerable margin.
Also, the timing is really important. A lot of studies claim that text messages should be delivered between 10:00 AM and 9:00 PM.

Enhance customer experiences using email and social platforms

A well-rounded customer experience will should always revolve around email and social media interactions.

Your consumers will always expect solutions to be delivered in the shortest time possible. So, it should be a top priority for your agents to immediately acknowledge customer inquiries. In order to accomplish this, you should have a confirmation page or an auto-response email. This will ensure that your clients’ expectations are met.

Also, your email messages should be easy to comprehend. Make sure that the emails are written in a fluid and comprehensible manner, and are well-aligned with your brand image. The same is true for your customer service responses – when interacting through social media, ensure your users get a response that’s prompt and effective.


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