Enable your digital channels
While voice is still the dominant support channel for customers, they also expect to make their own choice of where and how they get support. As an organisation it is important to understand which channels you should support, and how you may organise your resources to cope with the different support channels you are present on.
Customers want to use the channels of their choice
Depending on your primary customer base, you should be present on a multitude of possible support channels. Is it sufficient to support via phone and e-mail? Or should you provide support via Whatsapp? Or should you provide support via chat when your customer has logged in via a Self-Service Portal?
The majority of customers (still) like to call with your Customer Service teams
Although other support channels are on the rise, a simple phone call is still preferred by most people. With an optimized user experience, you ensure that your customers get the correct answer in the first call. With happy customers, also your support agents have the best work experience possible.
Self-Service options optimize the usage of your Customer Service Reps
Depending on your specific organization, a customer community website could be the most optimal. Or are your customers ready for a chatbot or a voice bot? Routine questions may potentially get handled via self-service channels.
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