Creating an effective omni-channel customer experience has never been more important. In fact, 60% of customers want easier access to customer support through digital channels, including social media, communities and live chat. That means that for each entryway they come through, they’re expecting quality support along the way.
Offering an outstanding customer service experience doesn’t have to be a challenge. But it is both an art and a science. But don’t worry! This playbook offers a customer engagement strategy to give you the answers you need.
- Contact centers must invest in these three engagement strategies: Live Chat, Web Self-Service and Mobile Chat.
- Automated telephony is out and web support is in.
- Patience is NOT a virtue when it comes to call wait times. In fact, customers are more likely to use a search engine to get their questions answered than wait on an answer from an agent.
For the rest of the steps, download this playbook.
Not just about the technology
Providing a quality omni channel experience is a combination of well-trained agents working with seamless technology. The technology should be fast, convenient and flexible, but make sure you’re also taking the time to train your agents. Follow this customer engagement strategy and you’ll deliver the ultimate omni channel experience.