While marketers rush to embrace multi-channel marketing and shopping options, they often neglect to back up efforts with equally seamless multi-channel customer service. Common reasons for poor service rankings include being forced to repeat information, having to wait too long for service, and staff lacking knowledge of customer history -- all results common to disjointed multi-channel customer support. A recent Business2Community post by Flavio Martins,VP of Customer Support at DigiCert, Inc., gave advice on how to unite channels for an effective back-end system. Start with mobile. Is a custom app enough? Not if the app offers one-way engagement, allowing for browsing, account checks and purchasing but forcing exit to make a phone call or send an e-mail, argues Martins. Truly customer-centric apps will include an option to call or instant-message directly and will provide the service team with important customer data. Don't forget the traditional call center; a live phone conversation is still considered essential by many, especially in the case of complex issues. It's great to have a website encourage live web chat during checkout, but chat is not always a substitute for a phone conversation, so always offer a phone number for online users. E-mail is a popular communication tool, but customers often complain of delayed or absent response to e-mails. In fact, a study of American small- to medium-sized businesses found that 51% of e-mails never got a response, Martins points out. And if an e-mail requires a phone response, make sure the customer service agent knows the online conversation to avoid a maze of disjointed e-mails and chatter, he urges. How about social media? It's a great place to engage with customers once marketers realize the PR potential: Although complaints are visible to all, so are outstanding support and service! Finally, integration of online and in-store support is a basic, with services like "Click and Collect" and "Buy Online and Return In-Store" promoting channel mixing. For the complete article, see http://www.business2community.com/customer-experience/multi-channel-shopping-means-multi-channel-customer-service-0708071
David Kanter, President and CEO of AccuList, is a list brokerage and direct marketing expert. For more than 30 years, he has helped companies and nonprofit organizations achieve their marketing goals. With David's Direct Marketing Forum, he shares, and invites others to share, helpful direct-marketing industry news, trends, analyses, resources, and tips for success. Please read our Comment Policy.
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