Multichannel Contact Center Service: Keep it Simple! - Bright Pattern Inc - ContactCenterWorld.com Blog
We get it: Your contact center is struggling right now. Your agents can barely handle phone calls during peak times. So the thought of adding additional customer service channels—like SMS, live chat and email—must seem like a crazy idea.
The truth, though, is that offering multichannel service to your customers doesn’t have to be a painful ordeal. In fact, with the right platform, you can actually make life easier for your agents and boost customer satisfaction ratings at the same time.
What do we mean by the “right platform?” Well, plenty of contact center providers offer multichannel service. The problem, though is that in most cases these services are disconnected from one another. For instance, agents will have to switch platforms for phone support, social media or live chat. The process can be confusing and it can create more work for agents by making them switch between programs during customer interactions.
Bright Pattern takes a different approach, by offering blended multichannel services. In other words, Bright Pattern’s cloud platform combines many different channels into one central hub. Agents will have everything they need in one user-friendly portal, including voice calls, SMS, video calls and chats, email, social messages, and in-app support.
Not only does having access to all of these tools on one screen make things easier for agents, but it also help increase productivity. For example, it allows agents to engage in live chat while on a call, receive pictures from mobile devices while chatting, and override email with a phone call.
So rest assured, launching a successful multichannel strategy doesn’t have to be difficult for anyone. Bright Pattern’s fully-managed, cloud-based platform will remove all of the pain points typically associated with customer communications.
Want to learn more about how Bright Pattern can help simplify your contact center? Click here.
Publish Date: June 15, 2016 5:00 AM
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