More Choices for Your Customer, More Customer Satisfaction for Your Business
Technology is such a big part of everyday life that it is fundamentally changing the way people do business. The impact can be seen in contact centers, with 86% of those surveyed using email in addition to voice calling, 26% planning to implement social media, and 27% adding web chat and Instant Messaging (IM).*
Today’s tech-savvy customers want to choose how they communicate with your business. The channels they prefer can run the gamut from inbound customer-assisted or self-service voice to a host of non-voice options such as email, SMS texting, web chat, and social media. Companies are also choosing to reach out to customers more proactively, with automated outbound campaigns – either agent-assisted or self-service in nature – also across diverse communication channels.
Are you asking yourself what is the best way to integrate some of all of those diverse channels so that your business can maximize productivity and ROI while providing first-rate customer service?
The Contact Center specialists at NACR can help you implement an end-to-end contact center strategy that leverages multiple channels to the benefit of your customers and your bottom line.
For more information download – NACR – MultiChannel Contact Center or to speak with a Contact Center specialist, click on the Contact Us button to the right.
*ContactBabel, The U.S. Contact Center Decision-Makers’ Guide, 5th Edition-2012, p. 195.