Right Answer, Right Time, Right Channel = Right Customer Strategy By Lynn Barnhart
By Tuula Fai on Mar 08, 2013
How do you provide your customers with the right answers at the right time when they have a service issue? When should you guide them to find the answers themselves and when should you step in and lead them to a call center agent for answers? Why is any of this important?
Let’s answer the last question first. Great customer service can be the true differentiator between you and your competitors. It is a differentiator for getting and keeping more customers. In today’s 24/7/365 multi-channel, digital world, you have to have an integrated approach and be armed with tools and resources to resolve customer service issues quickly and efficiently.
And, you can’t just resolve the issue, you need to personalize the service and provide it through the customer’s channel of choice. If the resolution is through an agent, that agent must have knowledge of the customer’s current issue and their relationship history with your company. That’s the only way to proactively offer the right answer to that customer.
What are best practices for delivering the right answer at the right time? Why not start with a guidebook from Nucleus Research with insights into enabling agents to deliver the right answer at the right time with 5 best practices for empowering your call center with a multi-channel approach .
What results should I expect and what are other companies experiencing? Take a look at the business results from Aberdeen’s multi-channel contact center report, or how Compassion UK is increasing income 30%, or how Big Fish Games improved ROI by 1404% in 18 months.