5 Reasons Your Business Needs Multi-Channel Customer Service?

As technology has involved, customers use their smartphones to communicate with friends, family, and businesses. Consequently, every business needs a multi-channel customer service strategy to communicate with prospects and customers. Multi-channel customer service is the practice of delivering customer support via different platforms such as call centers, email support, help desk, live chat, and more. Whether you need call center outsourcing or chat email outsourcing, we'll tell you why you should include multiple channels in your customer service strategy.

1. Reach More Customers

As you begin to offer more channels for communication, your business becomes omnipresent to your customers. Customers get to choose which channel best suits their needs. For example, a customer who bought a product from an e-commerce store may not want to contact the store via phone. For a low-ticket product, it’s easier to resolve the issue through live chat or email service.

However, let's say you sell more tech-related products such as firewall detection software or a router. In this case, your customers may prefer a phone call with an IT specialist who can walk them through how to resolve the problem. Give your customers an array of opportunities to contact you, and you'll have more opportunities to earn their business or retain them as long-term customers.

2. Increase Customer Satisfaction

Offering easy access to your customer service to get the help they need will improve customer satisfaction. Most customers show loyalty to a business that delivers exceptional customer service. This means being able to respond quickly and solve their issues. When your customers can count on your support, they feel confident and cared for. Thus, they are more likely to tell their family and friends and trust you in the future.

3. Use Customer Feedback to Make Improvements On Your Business

Most customers usually have the same complaints. However, complaints and issues can be the catalyst to improve your product. By recording each call and tracking their feedback, you can gain insight into your customers' perception of your brand. At (v)WeCare, we provide data analytics such as customer feedback responses and recurring issues to help your business operate more smoothly.

 Furthermore, these common concerns can be put into a help desk function or FAQ section of your website to allow customers to find answers. As a result, this helps you to automate your customer service and reduce some of the inquiries your customer service team receives.

4. Faster Support

Some platforms are more conducive to faster support. For example, a live chat takes a few minutes for the agent to join. Then, the agent gives the customer their undivided attention to fix the issue. In comparison, email chat outsourcing may take a few business days to respond. Depending on the urgency of the problem, customers may opt for a channel that delivers faster support.

5. Save Costs for Your Business

It's not practical for your entire customer service to be automated. However, there are certain ways to implement "self-service" into your customer support team. At (v)WeCare, our outsource call center uses an interactive voice response (IVR) system that can easily complete simple tasks such as finding store hours, checking their balance, or directing them to the right person. Thus, it minimizes the phone line and speeds up the number of customers a call center can go through.

Conclusion

It may seem daunting to add new channels into your customer service. But meeting your customer's demands doesn't have to be complex. At (v)WeCare, we are the go-to outsource customer service in the US. We provide a multi-channel customer support system that our clients can integrate into their business including, phone email, live chat, social media monitoring, and data analytics.