The era of e-commerce is upon us.
Today, more than two-thirds of US online adults shop online at least monthly, with 33-percent shopping online every week. With consumers spending increased time online via mobile devices, computers, and tablets, it’s now more critical than ever for companies to provide multi-channel customer service. Furthermore, increasing response time with each channel is vital in improving customer retention.
The basic concept of multi-channel customer service is simple. The system allows businesses to communicate with customers around the clock, on all the platforms their customers are already using. Such channels include phone and email, social media, live chat, and more. Multi-channel help desks are also a way for companies to answer customers’ specific questions about a product or service.
Multi-channel support is completely streamlined so the support team has a detailed record of the customer’s purchases and service history. They’re more equipped to help the customer when they make contact and can more easily track and update customer service tickets. Even if a customer first reaches out over email then switches to live chat, the team will be able to continue offering support without starting back at the beginning.