Today’s customers decide how to communicate; they choose the channel and the modality.
As a result, companies are urged to develop a multichannel contact strategy for immediate, effective service.
Adapting to the trends in the industry and the needs of customers is imperative to contact centers.
Whether it is for customer service, sales, or tech support, customers interact with businesses through the means they prefer the most.
Therefore, getting to know customers and their choices is the way to identify the best tools for improving their experience.
An increasingly large number of customers are transitioning to digital communication.
However, legacy channels and live agents continue to be important factors in customer relationships.
Some of the most popular resources are:
- Phone calls
- Self-service applications (IVR)
- SMS messaging
The Shopping Revolution
Customers not only connect with their favorite brands or service providers through the aforesaid means.
Also, they purchase products online and receive electronic notifications.
However, when it comes to sales, for instance, contact centers are required to follow a strategy throughout the touchpoints in customer journey.
In this case, after-sales services play a crucial role as they are the key to long-term win-win customer relationships.
According to recent global statistics, e-commerce sales increase on a yearly basis, along with customer interactions via internet-enabled and mobile devices, thereby causing companies and their contact centers to revamp their services and adopt tools accordingly.
Cost-effective, High-quality Service
Branching out into new communication channels does not necessarily require companies to renew all their existing infrastructure or incur substantial expense.
Finding the right product is all it takes for contact centers to enhance their service quality and operational efficiency.
CenterWare X5 is the best and most complete tool for managing customer interactions across multiple channels with great ease.
It’s an all-in-one platform that features social networks, email, chat, agent monitoring tools, data management, and much more to give you absolute control over your operation and help you deliver an efficient, quick, and highly-customized service, no matter the channel customers choose.