Offer Multi-Channel Choice

Customers Expect Consistency Across Channels

Customers want options. No matter where they are, or what time it is, if you want to keep them happy, you need to offer multi-channel choice and be there when they want help. And you need to give quick, correct, and consistent answers regardless of the communication channel they choose— web, social cloud, search, email, or chat.

Use A Common Knowledge Foundation

The best way to provide consistent information across channels is to share a common knowledge foundation among them, as part of your multi-channel customer experience management solution. Customers often jump between channels when trying to resolve an issue. A request that starts by searching your knowledge base may lead to a chat session, which could escalate to a call, and then be confirmed through email. Customers shouldn’t have to act as the glue between channels.

Leverage A Multi-Channel Customer Experience Management (CX) Solution

A multi-channel customer experience strategy can significantly reduce operating costs by “right channeling”, or guiding interactions to less expensive channels like self-service. But if you really want to meet customer expectations and minimize costs, you need to leverage a multi-channel solution which offers a true cross-channel approach that allows customers to move between channels seamlessly without losing context.

So let your customers make the call…whether it’s via email, through search, on the web, in online chat sessions, or in the cloud.

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