Meet the needs of your community – They are “omnichannel living.” Your organization can service them on any channel they are using. Seamless customer interactions are something that every business should strive for. We’re living in an “omni-channel” world.
Today people are communicating via email, SMS, instant message, Facebook and other communication channels. Businesses have an obligation to meet the needs of the people wanting to reach out for help.
According to ComScore, a shocking 57%, of the total digital time in the U.S. is now spent on Smartphones. This means that people are using their Smartphones more than ever. Organizations should respond by offering a variety of different channels (chat, SMS, phone, etc.) so that people can reach out in the way that best suits them. This is an opportunity for you to provide your community with improved and constant access to support all while maximizing the productivity of your business.
These communication channels fulfill a distinct need based on the specific moment or situation. As is evident from the chart, people today have access to a variety of communication channels regardless of the time of day or their location. These communication channels fulfill a distinct need based on the situation. For example, one individual may choose to use chat instead of a phone call, so they can continue working on another activity in the background or on another screen, throughout the progression of the conversation.
A Simple Shift for Your Organization!
- Let users easily switch between different channels and conversations with a single interface. Making agent experience a true one stop omnichannel experience.
- Empower your staff with clear information.
- Provide access to a centralized information resources.
- Ensure a consistent message across all channels.
- Keyboard shortcuts for rapid access to common tasks.
- Low chat volume? Consider email, social media, or engaging your staff in other tasks.
- Avoid siloed media. Break the monotony at work with a variety of activities.
- Set up your quality standards and controls (service levels and first contact resolution).
- Allow for transfer and escalation on ALL channels.
- Have a monitoring and reporting processes in place.
- Provide your staff with the feedback they need.
- Stage the introduction of your media channels.
- Start simple (one call, one chat) and integrate the various channel services one by one as you work your way towards your service goals.
The latest numbers of Cell phones Vs Land lines are in: Most US households have given up landlines for cellphones…Read the full story
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