Article Customers Demand Multichannel Customer Service


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Article Customers Demand Multichannel Customer Service

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Article Customers Demand Multichannel Customer Service

  1. 1. Customers Demand Multichannel Customer ServiceAre you meeting customer service expectations?Today’s customers are savvy, opinionated, and empowered. They demand a serviceexperience which is tailored to their preferences and history.Customers are more sophisticated today than ever before. They expect much from thecompanies from which they do business, including customer service. Customer service isgoing through a revolution to match the demands of a customer experience world. Today’sbest service companies use sophisticated technology, customer analytics, and businessintelligence to provide the best customer experience.The customer services market is going through notable changes as a result of the differentways companies and consumers are now communicating with one another. Newercapabilities addressing these changes include: Customer Analytics and MultichannelCustomer Services.Customer analytics is the practice of analyzing customer data to find patterns, behaviors,and insights. customer analytics includes predictive modeling, data visualization, informationmanagement and segmentation.Multichannel customer services serves customers with all the options for how they wouldlike to communicate with a company. Multichannel customer service is all about creating aseamless experience to the customer, regardless of which channel they choose to use.Why is multichannel customer service important?Multichannel combines with customer analytics to provide a single customer view. Forcompanies, this offers the benefit of being able to provide service to individual customers farmore efficiently, as well as the data and insight to improve communications, sales, andservice operations. Most important of all, since the customer can be provided with a higherlevel of service, it can lead to an increase in customer satisfaction loyalty and advocacy.
  2. 2. When prices and products are often very similar between competitors, then customerexperience is one way to differentiate your brand from its rivals. Customer service makespeople talk about a brand. Customers will become advocates, recommending a company tofriends and colleagues purely on the basis of receiving professional service.Customer advocacy is ultra-important in our socially connected digital age.Ultimately, poor customer service hurts companies in two ways: in lost business due tolosing disillusioned customers, and in the bad PR and negative goodwill generated byunsatisfied customers.“Customer analytics and personalized customer service experiences used to be reservedonce for enterprise Fortune 500 but today these capabilities are easy to use, appropriatelypriced and a significant priority," - Stephen Griggs, Infinity Contact COO.
  3. 3. The Benefits of Connecting Customer Analytics and Multichannel Customer Service 1. Build rich customer profiles by capturing data across all customer touch points. 2. Arm your teams with the insights and information via analytics to increase performance success. 3. Target your most profitable prospects and customers through their preferred communication preferences. 4. Deliver outstanding customer experiences across all channels. 5. Use analytics to uncover new opportunities.Are you leveraging multichannel capabilities?Technology is rapidly changing the ways that customers interact with their favorite brands.To attract and retain customers, it is now essential to provide integrated multichannelcustomer support. The proliferation of new channels also yield an unprecedented amount ofdata that Infinity can help your enterprise can use to predict customer preferences andproblem areas. Technology (cloud, social, mobile, multiple channels across chat, instantmessage, IVR messaging, and the web) are transforming customer service. In fact, by yearend 2014 40 percent of the market for campaign management budget will be spent oncustomer service, analytics, and social according to Gartner.Are you leveraging analytics?Analytics are the key to understanding customer behaviors, patterns, and demands.More than half the battle is acquiring and maintaining quality customer data. It is importantto build a customer database repository that allows to effectively utilize unique attributes tosegment buyers. Using segmentation you can: Build personalized campaigns Embed business rules engine to support agents to proscribe the right offers to the right customers at the right time in the right way. Enable agents to market complex product and service offerings
  4. 4. The Business Driver of Customer Analytics Utilization ReasonAugment customer service, customer care 71%Respond to customer needs in a timely 45%fashionPoint of sale response time via multiple 42%channelsTo support customer self service 21%To improve efficiencies (margins, costs) 21%To increase revenues 20%To share information, educate 17% Want to learn more? Visit “The perfect opportunity to create operational efficiencies while supporting your customer’s self-service initiatives.” – Tom Leidigh, Infinity Contact Founder and 30 year customer service industry veteran.