Today’s multi-channel customers are increasingly time-poor and tech-savvy: they demand the ability to service their accounts 24/7, and across multiple channels, to access the information they need at their convenience.
All very well, but what changes can customer service teams make to continue meeting these changing expectations?
Evolving into a contact centre
Traditionally, the call-centre has been an inherent part of the customer service offering for any customer-facing firm. However, the entrance of “digital natives” into the marketplace means more customers that have grown up with an intrinsic understanding of technology, and who expect to use new channels and devices to access customer support. As a result, businesses have been forced to develop innovative ways to interact with clients and keep them engaged in the customer lifecycle. (more…)