Skip to main content

4 reasons customers prefer contact centers



4 reasons customers prefer contact centers
 
You may have read that call centers are beginning to take a back seat to contact centers, where customers and prospects can interact across a wide array of communication modes. Today we’re discussing four big reasons customers prefer contact centers.
 
As a reminder, contact centers offer customers a variety of communication channels: voice, email, text, chat box, social media, and others.
  1. New generations are very familiar with non-voice communication channels and may prefer these channels over voice. People now are accustomed to using non-voice channels for most of their personal and business communications needs. Voice has become a secondary method, at best, for many users.
  2. Self-service has become the norm. Customers have become accustomed to self-service options that require no interaction and are available on-demand.
  3. Social media has become an important channel of customer interaction. This is a particularly important issue. People use social media for communication with business, not just their friends. They expect a response. Ignoring activity on these channels creates considerable marketing and branding risks.
  4. Freedom to choose. Customers now have many options for communication and they expect to have the freedom to choose. As ever, good marketers know that you need to meet customers where they are ‒ you can bet your competitors will make sure they are there in your place.

Comments

Popular posts from this blog

Is your Business Safe from Virtual Threats?

    Did you know that 50% of small business owners think their businesses are too small to be targeted by the thieves of the virtual world? Contrary to popular belief, 72% of hacker attacks often happen to smaller firms - firms with less than 100 employees! So how prepared is your SMB? Here’s a checklist to help you find out how vulnerable you are to these attacks.   1. Do you have Antivirus protection? -  An antivirus software program can protect you from threats that originate from emails such as phishing and virus attacks. However, the most striking fact is that 61% of small businesses don’t install any antivirus software! If you are one of them, then it’s time to change!   2. How sturdy is your Firewall? -  A good firewall system protects your computers from the variety of threats that exist in the virtual world. Examples include harmful cookies, viruses, worms and other such malicious programs used by hackers.   3. Do you use a Spam filter? -  Using a simple spam filter for your e

Four ways unified communications can improve productivity Part II

Four ways unified communications can improve productivity Part II In our last blog we suggested that unified communications has value to an organization's efforts to increase productivity. It can facilitate smoother, more efficient collaboration in a 24/7 workspace. Unified communications can Improve the functionality of our 24/7 workplace - The reality of 24/7 availability has been around for a while, and learning to place constraints on that is for another e-guide. However, unified communications can play a role on the 24/7 expectation problem. For one thing, with a single portal to an individual’s multiple communication channels, an employee can more easily communicate across those channels that they are not available and therefore limit expectations for an immediate or timely response when that is not possible. Also, with a unified portal, responding to different channels in off times can be easier and therefore less time-intrusive. Improve client satisfaction - Nothin

Hosted PBX - Is it right for you?

Cloud communications is a hot topic and everyone's doing it.  Is it right for you? It might be.  It's not perfect for every business, but for most it is a great fit.   Cloud PBX, or Unified Communications as a Service (UCaaS) is a cost effective way of delivering advanced communication features to small and medium businesses.   Integration with Outlook and your CRM, instant messaging, video calling, desktop and document sharing, mobile access, call recording, even call centre functionality are all available to anyone.  These features used to only be available to companies with the money to shell out for an on-premise UC system - but not anymore. Why hosted? You are likely already hosting some or all of your data and applications in the cloud.  Many at least are using Office 365.  This is another opportunity to eliminate the capital and maintenance costs of hardware and software running in your office, as well as reduce ongoing costs for analog or PRI connections.  Y