Monday, October 6, 2014

See How You Can Support Your Customers through Different Channels

Recurring customers bring real business and for this reason businesses try giving their best to their customers. What a customer wants? He wants attention. A customer won’t disturb his service provider until he has a problem and when he has a problem, he would want the service provider to listen to his problem.


How businesses listen to their customers’ problems?

They use phone lines. Support is provided over phone calls. Consumers make phone calls and talk to service executives. The service executives register complaints and raise tickets for service team. Consumers get ticket numbers that they use to follow their queries and requests. 


Another way to provide customer support is providing comprehensive omni-channel customer service. Businesses use multiple channels of communication to listen to customers’ problems. They use phone lines, email, text messages and also social media. Multiple channel support is provided from an online platform. 

Software has taken the job of service executives

Software registers complaints and does the basic job of service executives. The executives see complaints registered by the consumers and prepare replies for the complaints. The executives get enough time to understand the problem and post replies. On the other hand, customers can see reply to their posts on their accounts. They can even access their accounts from their social profiles. 


Advantage of opening multiple channels of communication is it bridges the gap that phone calls make. It brings service team and consumers closer. It starts two-way communication between service team and consumers. It speeds up the process and also makes it transparent. 


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