Social media, love it or hate it, it’s a vital part of your business’s branding and a platform to interact with your customers. Whether you like it or not, customers expect you to interact with them in a way that’s most convenient to them. It used to be that the phone was the only option but over the years this has evolved to email, call back support, live chat on the web, text messaging, and now social media like Facebook and Twitter. These additional touch points can lead to increased customer satisfaction – if managed properly.
Ensure that your contact center is set up for success by enabling your customers with:
- Multi-channel support – Make sure that you’re team is conscious of and responsive to your customers, regardless of their preferred method of reaching out.
- Smart dialing – Time is money for both you and your customers. Make sure that you are getting the caller routed to the right department to address their needs quickly and avoid the dreaded dial out to “0” .
- Scheduled call backs – Nobody likes to wait on hold. Take control of volume spikes and smooth out volume spikes at your call center by allowing customers choose a time that works for them.
- Escalation from chat: If offering a chat option on your website, offer an option for an immediate call-back and get more customers and prospects talking to your team for quicker problem resolution and sales opportunities.
Need help navigating through the ever changing customer expectations waters as it relates to your contact center? Give us a call to talk about your needs and ensure that your contact center is outfitted with the technology tools that helps them get the job done!
Teltek is a Certified Avaya Business Partner, NEC Dealer, and Microsoft Partner with two locations in the Baltimore Metropolitan area. We specialize in providing one call technology support for small to mid-sized businesses and nonprofits in Maryland, Washington, DC, Virginia and Pennsylvania