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Posts Tagged ‘services’

Complement Phone Support with Related Services

Today’s consumers expect similar services from an organization to be available from a variety of streams. For the retail sector, Wikipedia defines the term omni-channel as “concentrated more on a seamless approach [than multi-channel retailing] to the consumer experience through all available shopping channels, i.e. mobile internet devices, computers, bricks-and-mortar, television, catalog and so on.”

This multi-channel concept also applies to the support that your contact center provides. Offering customers more than one channel to find the information they need or to resolve an issue lets them choose their preferred channel, which in turn, increases customer satisfaction. Unfortunately, “The Autonomous Customer 2013” whitepaper from Avaya and BT reports that  “Only 17% [of consumers] say organisations make it easy to switch between different channels”.

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Tags: budgets, communication channels, customer satisfaction, self-service, service levels, services