5 Keys for Multi-Channel Customer Support

360Connext

Welcome to Multi-Channel Customer Support. That’s the same feeling customers have when it takes four different channels to get an answer. What’s worse, is when it’s obvious the various channels aren’t connected.

Talking Omnichannel But Organised Multi Channel?

Peter Lavers

Remember when we used to talk about “channels and media”? Channel meant physical route to market e.g. retail, wholesale, intermediated, direct, etc. These terms have effectively amalgamated since we started to become “multi channel”.

Let the Numbers Persuade You: The Success of Multi-Channel Campaigns is Indisputable

Optimove

In today’s digital-focused world, multi-channel marketing is important for the simple reason that you must be able to reach your customers where they are. The following research comes to show exactly how effective multi channel campaigns are compared to single channel.

Five reasons why you should be using multi channel marketing software

BlueVenn

Now, marketers have to utilize all their marketing channels to ensure that a message is seen, and heard. Moreover, that their brand is visible in the right place at the right time, no matter what digital channels consumers touch as part of their customer journey. Article Multi-ChannelThe days of plastering a message on a billboard or running an ad in a newspaper is not as effective as it once was.

Omni-channel vs. Multi-channel: What’s the Difference?

iPerceptions

As customers, we’ve reached a stage where we now expect to be able to interact with our favorite brands wherever, whenever and however it best suits us. Customer Experience

Why Multi-Touch Matters more than Multi-Channel

Avaya

I know you’ve heard it all before; how single channel service evolved into multi-channel service evolved into omni-channel service. What if I told you that the customer experience is not necessarily about the channels you implement? The Multi-touch Difference.

Omni-Channel vs. Multi-Channel Retailing

Bold360

Businesses that provide customer service on all of these channels in an integrated way, rather than in silos, deliver the consistent experience consumers crave. Multi-channel retail experiences simply imply the use of multiple channels when delivering customer experience.

Using Metrics, Analytics with Multi-channel Customer Communications

Topdown

In Three Ways to Use CCM Metrics, Analytics to Improve Customer Experience , one of the three methods I mentioned was multichannel contextualization: Customer Experience Customer Communications

4 Ways to Win with a Multi-Channel Contact Center with Service and Technology

Win the Customer

Multi-channel is more important than ever as customers expect information to be available when instantly and through the channels they already use daily. Call Center Communication Customer Experience Customer Service

“Omni-channel or Multi-channel?” blog published on #ThinkMarketing

Peter Lavers

Peter Lavers’ blog on the “Are you talking omni-channel customer experience but in fact you’re still organized multi-channel?” The post “Omni-channel or Multi-channel?” ” has been published on IBM #ThinkMarketing. Read it here. Tweet to @PeterLavers. ” blog published on #ThinkMarketing appeared first on Think CX. Latest Thinking

Top Five Obstacles to Customer Centricity #4 Multi-channel Journey

Peter Lavers

Respondents are asked how well each statement describes their business, and the 4th most agreed with statement is : “My company hasn’t mapped the multi-channel customer. Blame cultures from one channel to another. and all the channels they currently or will use.

Multi-Channel Marketing and What It Can Bring to Your Business

LiveChat

Multi-channel marketing didn’t make sense because sellers got results without going the extra mile. They appear on different channels familiar to potential customers so that they have a higher chance of netting a sale. What is multi-channel marketing.

Best Practices in Multi-Channel Support

Brad Cleveland

Call Center Contact Center Customer Service Multi-channel Support Research/Statistics Videos multichannel support center

Why Your Company Needs Multi-channel Tech Support

Helpware

Whether you do all your own customer service or outsource your customer service, providing multiple channels for your customers to contact your before and after the sale is important if you want to accommodate your customers in the way they would prefer to be contacted. The post Why Your Company Needs Multi-channel Tech Support appeared first on Helpware Blog. People are used to calling customer service. That is just how things have been done since the telephone.

6 Things You Need to Know About Multi Channel Customer Service

LiveChat

The times when you could contact a company on a single channel only are long gone. Now, a customer contacting a company can pick any channel and expect the same level of service thanks to multi channel customer service. Offer choice in multi channel customer service.

Omni Channel vs Multi Channel: What’s the Difference and Who Does it Best?

Bold360

Multichannel: • Literally means ‘many channels’. Makes an effort to put out specific content which caters to the strength of its channel. Gives a Collective Content Experience, between all of these channels. Omni-channel: • Literally means ‘all channels’.

VoC Engagement: The Multi-Channel Experience

Customer Interactions

Engaging customers via the optimal channel, and at just the right time, can drive both higher response rates and better quality feedback. Capturing feedback from your customers is a critical component of any Voice of the Customer program. The road to delivering an engagement plan which will deliver maximum benefit for your customers begins with understanding how customers interact with each other and with the organization.

Three Ways to Get Personal in a Multi-Channel Environment

Customer Interactions

It’s hard to read about our industry lately without mention of the word multi-channel. We all know that channels of communication are changing and the influx of email, click-to-chat, and SMS activity has been the talk for quite some time now. An organization’s ability to impact every customer interaction in a complex and demanding cross-channel world relies on four vital capabilities:

BPO Giant Webhelp Relies on NICE inContact for Omnichannel Capabilities

inContact

Now with 35,000 people around the world, Webhelp is a global leader in BPO and customer experience, its capabilities extending across voice, social and digital channels. Services are easily scaled, new languages added, new channels into the platform incorporated.

Multi-Channel Ecommerce ? How to Create Your Own Success Story

Bold360

Likewise, having on site-support in the form of a self-service widget is great, but if your social media channels are unable to provide the correct level of support, you?ll Creating that story, the one in which your customers feel important and well taken care of is going to take a lot of work. Today, it?s s not enough to have great phone support but limited email resources.

Are You Meeting Your Customers’ Expectations for Omnichannel Service?

inContact

More than 700 customers were surveyed about their recent experiences using different contact channels (voice, email, chat, SMS, social media, video, web self-service, and IVR). Some other interesting findings were that 67% of customers prefer agent-assisted channels to self-service ones.

Are You Prepared to Offer Customer Service via Text/SMS?

inContact

This flexibility of communication is precisely why it continues to amaze me how slow businesses have been to adopt text/SMS as a channel for communicating with their customers. . All contact types from every possible channel should come through the exact same interface.

What are Bank Contact Centers Doing Right?

inContact

Customer Experience Multi-channel Contact Center Trends & InsightsinContact’s research shows that banking was in the highest tier for customer satisfaction with 54% of respondents ranking it for the most satisfied recent interaction.

Carlson Rezidor Delivers More Exceptional Customer Experiences, Even during Holidays

inContact

So guests receive swift attention and a more complete experience via any contact channel, at any time of day. Advantages of the Cloud Customer Experience Multi-channel Contact CenterFor most of us, Labor Day signals the end of the summer season.

Increase Contact Center Agent Productivity and Satisfaction with CXone Agent for Salesforce®

inContact

Customer Experience General Multi-channel Contact Center Workforce OptimizationContact center agents are the most monitored, micromanaged workforce in existence. Anything that can be done to make an agent’s job easier is important to alleviate stress and costly attrition.

My Agent eXperience Selected as 2016 Customer Product of the Year

inContact

Launched in September 2015, MAX is a dynamic and context-sensitive interface which improves the agent experience with streamlined handling of contact center interactions, across all channels.

5 Secrets of Accurate Scheduling in Today’s Contact Center

Brad Cleveland

Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management Brad Cleveland scheduling workforce management

Text / SMS in the Contact Center – Inbound, Outbound, Omnichannel

inContact

You should consider a solution that supports Omnichannel Session Handling , as, once initial roll-out has completed and agents are comfortable with the new channel, most will be able to handle more than one SMS interaction concurrently.

Reducing Customer Effort – Make it Easy to be Your Customer

inContact

Customers expect to be able to contact you in numerous channels, both voice and digital, inbound and outbound, and the number of channels is growing. Not only that, but customers are not willing any more to be “bound” to the channel that an interaction started out in.

Make Chat a Success in Your Contact Center – 5 Best Practices

inContact

Are you looking into implementing chat as a new channel in you contact center? Or are you already using chat, but looking into how to improve the way you manage the channel? If you already support chat, we have some suggestions that help you make even better use of the channel.

Simple Solutions Seldom Are: The Virtues of a Multi-Channel Approach to Feedback

Customer Interactions

In previous posts we highlighted text message (SMS) as the superior channel for soliciting feedback from customers. While I do not want to take away from the many plusses of this channel, it is in many cases beneficial to adopt a multi-channel approach over a solely SMS-based one.

Skate Where the Puck is Going to be: Adapt with Changes to Thrive

inContact

Your customers’ needs may be changing, and we’ve seen more channel offerings emerge as well. Call Center Best Practices Customer Experience Multi-channel Contact CenterWe all know that businesses have to adapt with changes in order to thrive and survive.

Customer Story: Clearlink Maximizes Service Levels with inContact

inContact

Clearlink now has the ability to rank certain marketing channels based on profitability. Ability to easily set up at-home or multi-site agents. Advantages of the Cloud Customer Experience General Multi-channel Contact Center Using the inContact Platform

Meeting and Exceeding Millennial Demands: A Lesson from Mortgage Customer Service

inContact

When we engage a company we want to communicate on the channel that is most convenient for us. So what channels do people, specifically millennials, prefer to communicate on? Advantages of the Cloud Customer Experience Multi-channel Contact Center

3 Reasons to Focus on Your Weakest Customer Service Channel

inContact

“You are only as good as your weakest channel.” – Nancy Jamison, Principal Analyst, Frost & Sullivan. See if it sparks you to rethink your weakest channel. We like this quote because: #1 – Voice is largely ignored and has become the weakest channel for many companies. These newer channels are important; but, in truth, voice has not declined in importance as a result – not with your customers. Think about your voice channel: is it your weakest?

Omnichannel Solutions Offer 30% Reduction of Call Abandonment for Carlson Rezidor

inContact

inContact’s Open Cloud Platform afforded Carlson omnichannel functionality, ease-of-use, and an ability to quickly switch guests to the next available agent—regardless of agent location or the communication channel in use.

Avoid These Roadblocks to Achieve a High Performing Contact Center

inContact

Best Practices Contact Center Management General Multi-channel Contact Center Trends & Insights Using the inContact Platform CEU Clearview Data High performance inContact Partner Performance DashboardsEvery day we go to work with the objective of helping our companies improve.

Which Channels do Customers Trust the Most?

inContact

The challenge is the human interface, both the consumer wanting (or not wanting) omnichannel integration , and the agent actually incorporating all channels in the right way. With the addition of more channels and pseudo omnichannel service, companies should be asking questions like: Which channels do customers prefer to use most often? Do certain channels illicit more honesty? Which channels do customers trust the most?

Text / SMS in the Contact Center – Inbound, Outbound, Omnichannel

inContact

You should consider a solution that supports Omnichannel Session Handling , as, once initial roll-out has completed and agents are comfortable with the new channel, most will be able to handle more than one SMS interaction concurrently.

The Human Factor in Digital Customer Experience – Free Report

inContact

Call Center Best Practices Customer Experience Multi-channel Contact CenterTechnology has dramatically changed consumer expectations over the last 10 years with companies who want to lead in the digital customer experience finding ways to utilize technology in smarter ways.

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Make Chat a Success in Your Contact Center – 5 Best Practices

inContact

Are you looking into implementing chat as a new channel in you contact center? Or are you already using chat, but looking into how to improve the way you manage the channel? If you are not yet using chat, recent NICE inContact research confirms that you have good reason to look into this channel now: 40% of customers say that chat is one of their three preferred agent-assisted customer service channels (together with calling or emailing a company).

How to Do Social Customer Service for the Right Customer Experience

Win the Customer

Extending customer service into social channels presents a truly unique opportunity for service delivery in a truly personal and meaningful way that directly connects with customers and develops more personal customer relationships.

In Retail, It’s All About the Customer Journey, Man

CustomerGauge

So often companies, particularly multi-channel retailers, are looking for that purchase destination when it comes to the customer journey. Blog Customer Experience Featured Customer experience customer journey multi-channel retail