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Putting It All Together: Save Money With Multichannel Customer Service - Bright Pattern Inc - ContactCenterWorld.com Blog

Putting It All Together: Save Money With Multichannel Customer Service

Over the last few weeks, we’ve been advocating that you use the following customer service platforms as a part of a “multichannel customer service” strategy in your contact center:

  • Email
  • Short message service (SMS)
  • Live chat

Integrating these channels—as well as others like video chat and in-app support—into your contact center can dramatically enhance your inbound and outbound communications capabilities, making your department more accessible to customers and also more efficient.

If done correctly, it can save you a lot of money, too.

A greater variety of tools means less dependence on phones, and you’ll see your monthly toll-free bills plummet.

There’s one pitfall, however, that you need to avoid.

Many businesses make the mistake of manually integrating new communication channels one by one. First, a third-party email platform, followed by live chat, for example.

You’ll wind up with an overly complex—and siloed—communications environment where agents have five or more disparate channels to navigate while interacting with customers. As difficult as this is for agents, it’s even worse for IT,  creating a laborious manual integration process. Most cloud platforms on the market  are not built to work in conjunction with third-party software solutions. Taking this route can also result in heavy implementation fees.

There’s an easier way to introduce multichannel customer service into your contact center. Bright Pattern’s cloud contact center solution features an open, plug-and-play platform that combines multiple communication channels into a single Web interface.

Bright Pattern offers a user-friendly setup, as well as access to a multichannel reporting suite so managers can track productivity across different platforms.

To learn more about how Bright Pattern can help you streamline multichannel customer service for your organization, click here.

Source: http://www.brightpattern.com/blog/save-money-multichannel-customer-service/

Publish Date: April 19, 2016 5:00 AM


2020 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.
PH: +91 9702626568

3.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
PH: (514) 731-6878
 



View more from Bright Pattern Inc

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The Pressure Is On for Contact Center BPOsMay 26, 2016 5:00 AM
Sweden Becomes First Country to Launch a National Cloud Contact CenterMay 19, 2016 5:00 AM
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