Customer service used to be just a phone call away. It still is, of course, but forward-thinking companies are carefully coordinating and integrating customer service activities across multiple channels, including telephone, email, live chat, social media, and online self-service. The key to making it work well is a powerful, well-maintained knowledge-base that’s plugged into every channel.
What Is Multi-Channel Customer Service? It’s service by telephone, plus a whole lot more.
Helping Yourself: Most customers want to first try to find their answers themselves, and smart companies do their best to make that easy for their customers.
Striking Up a Chat: Live interaction with a human remains important, but in-person and on-the-phone aren’t the only possibilities. More and more customers are comfortable with chatting online.
Connecting Via Email: Communication through email was the first new channel to gain acceptance, but it’s not always the best. Here are ways to make it work most effectively.
Finding More Channels: Your customers want to reach you through their mobile devices and on social media, and a lot would be glad to help you crowdsource customer service answers.
Being a Repository of Knowledge: The knowledgebase is the brain of your multi-channel customer service operation. This chapter includes thoughts on building that knowledge- base, keeping it up to date, and plugging it into all the channels.
Making It Happen: So you’re ready to better align your customer-service channels. Where do you start?
Ten Tips for Agents and Administrators: A series of quick keys for succeeding in the multi-channel world.