Customer Contact and Channel Management

Customers are the market makers, they reshape the industry by forcing the way business compete and win. Having said that it is crucial for businesses to have information about their customers as well as prospects.

When it comes to customer contact channel you will find a plethora of mediums such as Face-to-face, chats, voice channels and written channels. So the important question is which medium is best? The answer to which is an unsatisfying phrase: it depends. Businesses see most benefits when they serve in the channels where their customers are. This clearly means the need for Omni-channel presence.

Some important statistics for channels that needs to be considered are as follows,

• 91% of consumers use email every single day

• Companies who ignore support requests on social media see an average churn rate that’s 15% higher than companies who don’t.

• 44% of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features a site can offer.

• According to Forrester, 67% of consumers report that they regularly use self-service support online.

Omni-Channel Contact

As they say reducing customer effort is the single most important factor in creating customer loyalty. This can be done by offering Omni-channel services, particularly, in the channels where your customers are most active.

The Challenges

The biggest challenge with customer contact management is not choosing the channel but,

• Integrating channels to accelerate lead management, partner relationships, team production and revenue growth

• Along with the accuracy and timeliness of the information

• Convergence of voice, video and data

• Unified Platforms

What you need is a Cloud solution that gives a 360 degree view of customers. We at 42Sky Technologies with our highly skilled professionals will take care of these challenges while you concentrate on the things you do the best, close more deals and provide better service by having all of the customer data under one roof.

To know how, contact us...