Customers naturally have high expectations when it comes to customer service and will easily switch brands, so it's all well and good having a good workflow and technologies but 'customer service' is paramount and the 'human contact' and making it easy for online shoppers to quickly get responses to their questions.
Research on multichannel customer service backs this up, and consumers are still influenced by not only response times, but also the tone of voice and the information they are receiving.
Voice automation services (IVR) is popular amongst brands, but is this from the company's point of view to cut down on call time with a live agent rather than for the benefit of the customer!. Even customer service representatives aren't impressed with internal technologies and 75% of consumers are dissatisfied as ' it takes too long to get the info they need'.
So how can it improve the customer experience? This infographic gives recommendations include to integrate IVR with other channels of communication and provides a choice of 'self service functions' online.
By Expert commentator
This is a post we've invited from a digital marketing specialist who has agreed to share their expertise, opinions and case studies. Their details are given at the end of the article.
Turbocharge your results with this toolkit containing 8 resources
The Email Marketing And Marketing Automation toolkit contains:
Start your Digital Marketing Plan today with our Free membership.
Recommended Blog Posts
Discover your top customer experience (CX) issues quickly How do your customers, both current and prospective, really feel about the experience they’re having with your brand? How can you best measure this? In this post, I share three cost-effective analysis …..
A comprehensive checklist for auditing different customer data types in a CRM or Email marketing system In today’s world of ever-increasing data availability, volume and variety the challenge to know which data is valuable to you is a key step …..
Chatbot increases conversions, not just dialog, which is why you need to understand how best to use chatbots Live chatbot is not just for customer support anymore; it’s a proven engagement and revenue booster. Kayako.com shares some compelling statistics that …..
