Gone are the days when Inbound Call Centers were just about helping customers. Today its about user experience, delighting customers, recurring sales, referrals & a lot more. Can you afford to publish a toll free number and sit back? You need to be at the right place at the right time. Be available when, where & how the customer desires. You must have all ends covered.
Here’s a list of 6 channels of communication that you must open when designing your CRM strategy.
Customers speak directly to customer support representatives over the phone and have their queries resolved effectively. For inbound calls, the IVR (Integrated Voice Response) can be programmed to route captured calls in a variety of ways to ensure quickest resolution of a customer’s request/problem.
Phone Support is effective for order taking, pre-sales queries, upselling and cross-selling, troubleshooting etc.
Outbound calls can also be made to customers from the call center to give or take information. This demonstrates pro-activeness on the company’s part and builds trust and faith amongst the customers.
Live Chat Support:
When a web visitor seeks assistance, a reactive text chat session is started by clicking on a link on the host website. The customer support representative interacts with the web visitor, understands the requirements, resolves the query and closes the interaction. Alternatively, based on the requirements the customer support representative could also trigger a pro-active chat session with the web visitor. Livechat support helps break the language barrier as both parties involved in the chat session can use an online translation service to communicate effectively. It is also considered less intrusive than phone support. It serves as an excellent alternative to phone support with respect to instant assistance. Livechat support is ideal for lead generation and fulfillment, campaign management, pre-sales and post-sales enquiries, complaint registration, tech support etc.
Email is the primary means to offer web-based assistance for your customers when matters do not require an immediate answer. Low-cost, non-intrusive and anywhere-anytime access are some of the advantages of email-based communications. Trouble Ticketing System and CRM Applications help keep track of a series of follow-up correspondence with a particular customer. Services offered via email response management is claims processing, polling/media analysis, subscription services, troubleshooting, complaint registrations etc.
Solving problems of a computer at a particular location from a computer at another location is remote support. Companies can save considerable amounts of money on logistics through remote support. IT technicians are empowered with several tools that allow them to gain access to customers’ computers at various parts of the world. They are able to gain access and repair software related problems from remote locations. The need for a technician to visit the customers’ premise is mitigated.
On-site support is the opposite of remote support. Certain kinds of assistance cannot be rendered remotely, like, hardware related problems. repairing a TV, replacing a spare part, servicing of air conditioners etc. In some occasions, a service provider might choose to take devices or gadgets back to their warehouse for repair.
Since the arrival of social media platforms like Facebook & Twitter, service providers have found that many of their customers spend plenty of time on them daily. To make it convenient to customers, many service providers have opened a new support channel on their social media profiles. Customers are able to ask questions, register complaints, clarify doubts etc by interacting with the company’s staff through these social media platforms. With millions of users now gaining access to social media, this platform has become as prominent as traditional media like phone, livechat and email.
Do you offer these options to your customers through your website? Can your customers contact you at the click of a button? If your rival is reachable faster than you, you are the turtle in the race.