Contact Center Solutions Featured Article

Driving Customer Satisfaction in a Multichannel World

November 05, 2012

In the contact center industry, the main goal is to efficiently handle customer interactions to supply information or complete transactions to the satisfaction of the customer. While it sounds simple enough, not all customers use the same channels for interaction and not all users have the same expectations when it comes to customer service. The contact center must then determine the best strategy for satisfaction in a multi-channel world.

The proliferation of smartphones as a key communication device has changed the way customers interact with companies. The live phone conversation is still common, yet consumers are increasingly using self-service channels to complete transactions, gather information and more.

To understand customer satisfaction when smartphones are the dominant communication channel, the Adcom Group for Virtual Hold Technologies conducted the VHT Customer Experience Benchmark Study. According to this press release, the study examines customers using financial mobile apps to perform a variety of tasks.

Consumers use their smartphones for contacting businesses and contact centers in a variety of industries, yet financial apps are among the more popular for smartphone users. The challenge, however, is that 70 percent of users have reportedly experienced frustration at some time when using their apps to achieve real-time goals. This frustration, when not resolved quickly and easily, can lead to negative consequences for the brand.

"Customers expect mobile apps to help them complete tasks. It's a moment of truth for the business, and when the app fails to meet their needs, customers become frustrated and are less likely to use the app again," said VHT CEO Wes Hayden (News - Alert), in the press release. "The complete results of our study shed light on customer interactions with apps and the need to improve the transition from automated self-service to human help."

As society becomes more mobile, consumers will continue to use smartphones and other mobile devices to try and accomplish tasks in real-time, while on the go. If a contact center or application can’t support seamless activities through this channel, customer satisfaction deteriorates and customer churn can easily increase.

To combat a negative turn, the contact center needs to take action, offering extended capabilities, such as multichannel callback with context. This customer-centric approach ensures the needs of the customer are addressed to generate satisfaction and loyalty. Learning how to transition to this level of quality care is the focus of an upcoming webinar.

TMC (News - Alert) has partnered with Virtual Hold Technologies to offer a free webinar: Using Multichannel Callback with Context to Improve the Customer Experience, scheduled for Thursday November 8, 2012, 2:00 PM ET/ 11:00 AM PT. Register today to learn how your contact center can make the necessary changes to drive customer satisfaction.




Edited by Brooke Neuman

Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Center Solutions Week in Review: Interactive Intelligence Lync Integration

The Contact Center Solutions Community continues to grow in terms of both jobs and the reach of community interests as this week's news highlights. [ Read More ]
10/25/2014

Case Study: A Web-based Forecasting Solution for Sizeable Contact Centers

Technological advances over the past decade have led to an explosion of data. Companies across all industries are working hard to learn how to harness this data to improve their business operations and run more efficiently. This is the same story for the contact center solutions community - using data effectively can help with workload management and staffing optimization. The case study below demonstrates how two companies, Fourworkx and Shinetech Software, worked together to move workforce man… [ Read More ]
10/24/2014

Westpac Relies on Teradata Insights to Enhance Customer Experience

Australian bank Westpac selects Teradata solutions to get better insights for improving customer experience. [ Read More ]
10/24/2014

No Missing Links with Interactive Intelligence Lync Integration

There can be little denying that the Holy Grail for enhancing customer experiences is to absolutely ensure that the right people have the right tools at the right time to efficiently and effectively respond to customers in real-time. This is the reason so much attention and investment by vendors and their customers alike is being placed on omni-channel capabilities. [ Read More ]
10/24/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!