How Centralized, Omnichannel Customer Support May Benefit Your Organization
One-Stop ServiceRaise Your Hand if the following interaction sounds Familiar: Client: “Hi, my account number is 1245-4550-788. Please tell me what my instalment this month is.” Consultant: “I’m sorry, I’m in sales, and I don’t have access to that information. I can transfer you to accounts; please hold.” The customer holds for a few minutes, and then the next consultant comes on the line: Client: “Hello, is those Accounts? My number is 1245-4550-788, and I need my instalment for this month, please.” Consultant: “ I’m sorry, you’re through to the switchboard. The accounts department is busy on another call. May I try someone else for you?” With a big sigh, the customer says,” Yes.” and waits for the next person to answer. Consultant: “Good morning, this is Joe; how may I help you?” Client: “Hi Joe, are you in Accounts?” Consultant: “No, I’m in Tech Support, but I was passing the Accounts department and answered the phone. Can I give them a message for you or get them to call you back?” The conversation is typical of what many clients experience when companies silo departments. Each section is only responsible for a small aspect of service. They cannot assist the client with anything outside of that. In our example, the client dealt with three consultants, none of whom could answer his question. With a centralized call centre, however, the client would call one number, and the consultant would be able to assist him immediately. If the agent didn’t know the answer to the question, they’d find out and tell the client. The upside for the client is that there’s no playing phone tag or endlessly repeating his details. The upside for the company is increased productivity because agents don’t deal with calls outside their ambit.
Omnichannel Monitoring Keeps You Up to Date on Client NeedsClients today have several platforms from which to communicate. If you’re lucky, they’ll lodge complaints with your service line. When clients decide not to take this course, however, they have several outlets in the form of:
- Social media pages
- Online groups
- Review sites