IF YOU’RE READING THIS IT’S PROBABLY BECAUSE YOU’VE ALREADY REALIZED, OR AT LEAST STARTED TO SUSPECT, THAT THERE IS MORE TO MULTICHANNEL THAN JUST CONFIGURING SOME SOFTWARE AND UPDATING YOUR WEBSITE.
For those of you who like sneak previews, the main takeaway from this piece is that, while listening to our customers leaves us in no doubt that multichannel is here to stay and needs to be embraced, it’s equally important to understand that it must be approached with caution, as failing to do so leaves us at risk of just giving ourselves more ways to disappoint our customers. While multichannel can help us to meet customers’ desires for easy access, one of the easiest ways to frustrate our customers is forcing them to repeat themselves.
When we’re launching new channels, we should ensure that the left hand knows what the right hand is doing: If I’ve told my life story this morning on the phone, then I am going to be very disappointed when I chat later if I’m asked for the information again. Before you launch a new channel, answer this question honestly: Are you delivering consistent service on the channels that you’re already managing? If you give your team leaders a scenario and ask them each to call the contact center at different times and go through the same role-play and then compare their scorecards, are they in the same ballpark?
In theory, multichannel is merely supporting more than one customer communication channel, but it’s very different from just publishing an additional 800-number and having the calls arrive at your existing inbound team. Some of these differences include:
5 Reasons to Approach Multichannel
5 Reasons to Approach Multichannel—WITH CAUTION
Now that we’ve discussed why you should deploy a multichannel strategy, stay tuned for Part 2 where we evaluate what channels are right for your business.
Interested in learning how to make sure your multi-channel strategy provides customers with a consistent experience across channels? Download our free ebook: Omnichannel is No Longer Optional.
Publish Date: January 5, 2017 5:00 AM
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.
Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.
Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!
We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!
Try it free for 45 days!
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.
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.
Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!
Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!
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.
|6.)||Teckinfo Solutions Pvt. Ltd.|
ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
|True Stories of Replacing Legacy Contact Center Solutions||March 23, 2017 5:00 AM|
|5 Steps to Transition Away From Your Legacy Contact Center||February 22, 2017 5:00 AM|
|This Valentine’s Day, Make Your Customers and Employees Love You||February 14, 2017 5:00 AM|
|Assessing Contact Center Fraud with Pindrop||February 7, 2017 5:00 AM|
|7 Ways to Keep Your Contact Center Employees Engaged||January 17, 2017 5:00 AM|
|Five Common Expectations, Misconceptions and Strategies for Multichannel (Part 3)||January 13, 2017 5:00 AM|
|5 Common Expectations, Misconceptions and Strategies for Multichannel (Part 2)||January 9, 2017 5:00 AM|
|Five Common Expectations, Misconceptions and Strategies for Multichannel (Part 1)||January 5, 2017 5:00 AM|
|What Would George Jetson Think of Cloud Contact Centers?||January 3, 2017 5:00 AM|
|Top Ten Common Contact Center Planning Mistakes (Part Two)||December 29, 2016 5:00 AM|