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5 steps to a multi channel contact strategy


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The way we make purchase decisions has evolved and brands must be aware of that the combination of online, social media, online reviews, and other touch points create a customer experience.

We provide a simple and effective 5 step guide as an introduction into multi-channel strategy.

According to industry analyst firm eCounsultancy, more than 35 percent of consumers check products online before purchasing them, and 25 percent of those surveyed use their mobile devices to shop.

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Published in: Business
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5 steps to a multi channel contact strategy

  1. 1. 5 Steps to aMulti-ChannelContact Strategy
  2. 2. Multichannel Contact StrategyA plan to enablecustomers to meet yourwhere the customerchooses.Channels can includecall center, email, socialmedia, mobile andothers.
  3. 3. How purchase decisionswere made yester-year 1-800-TV-SPOTCustomer TV Contact Decsion Spot Center
  4. 4. How purchase decisionswork today.
  5. 5. So, where and howdo you start toSection Divider Styledefine yourstrategy?
  6. 6. 1Listen &monitor the webfor your customers
  7. 7. Monitor web activity, aheadof defining a strategy. Socialweb monitoring will let youknow the channels, lexicon,and the time of day yourcustomers prefer to seeksupport.
  8. 8. 2Let customersdefine yourmultiple channels
  9. 9. The Social web hasexploded, but the number ofchannels is less importantthan effectively managingthe channels yourcustomers prefer.
  10. 10. 3Get your stafffit for purpose orfind a partner
  11. 11. Agents need to be channelsavvy and have excellentwritten skills.Empower Agents but setclear support boundaries,escalation points, andpromote best judgement.
  12. 12. 4Plan to SegmentConsumer DataSection Divider Style
  13. 13. Measure customer data andorganize your customersby their individual supportpreferences and buyingSection Divider Stylehabits.Cloud-based Social CRM willhelp you track customersindividually.
  14. 14. 5Set up theright goals
  15. 15. Goals should be channelspecific, Calls aredifferent than email, buttraditional customer caremetrics should still be usedto identify efficiencies andcost savings.
  16. 16. Multi-channelStrategy inSummary
  17. 17. The way we communicatehas changed. But the cultureof great customer servicehas not.If Customers are heard in atimely manner, chances areyou won’t lose them.
  18. 18. For More Information &Upcoming EventsFollow: @StratusCXMVisit: