Forrester Research recently carried out a survey related to cross-channel customer communications. The rising number of customers using mobiles has transformed cross-channel customer communications into a certainty. Organizations are therefore struggling to devise best practices across their client interactions. Organizations that advantageously utilize the mobile device for ensuring proactive communications across several channels will accomplish allegiance, profits and client satisfaction in the long run.
The survey results revealed that it is essential for the organizations to offer cross-channel client service as per the customer preferences. Nearly 68 percent of the customers utilized the phone in the past year before the survey. While 60 percent of the respondents used help or FAQs, email, chat, SMS and Twitter were used by 54 percent, 37 percent, 20 percent and 19 percent of the respondents respectively.
Contact centers are converted into multi-channel interaction centers with Proactive Customer Care Solutions from SoundBite, thereby guaranteeing customer service distinction. With the rising requirements of consumers for instantaneous, self-service options from their mobile devices, critical opportunities for engagement are offered by proactive consumer service.
In a statement, Debbie Braunert, VP of Marketing at SoundBite Communications said, "In today's highly competitive environment, it is imperative for companies to provide a better overall customer experience while uncovering and resolving potential issues before they result in customer attrition. SoundBite's Proactive Customer Care solutions, including our consultative services, have helped our clients increase customer satisfaction, improve Net Promoter scores, reduce inbound call volumes, resolve issues, and reduce customer churn -- all of which are critical as customer acquisition costs continue to rise."
SoundBite's Cross-Channel Survey Solution was recently deployed by a Tier 1 US mobile carrier for enhancing consumer satisfaction, recognizing attackers and reducing churn. A multi-question Net Promoter Score or NPS survey, which will offer a minimum of one million surveys each month via interactive text messages, will be initiated using SoundBite’s offering.
Bruce Temkin, Managing Partner of Temkin Group said, "Our large-scale research shows that customer service success and high satisfaction leads to a significant increase in repurchase rates. It's time for companies to recognize that connection with revenues and become more proactive in their customer service efforts, leveraging the multiple channels that consumers use for engagement."