ADVERTORIAL: Where contact centers are missing the mark
The “mobile revolution” has had a profound impact on all aspects of our lives. We’ve all gotten used to anywhere, anytime communication that lets us go shopping while we’re waiting for the train, schedule a doctor’s appointment in the middle of the night, and settle an argument on which film won The Academy Award for Best Picture in 2010 while sitting with a colleague in the lunchroom.
We expect to be able to take care of all this on our own terms: whatever the time, wherever we are. And we want it all done fast!
These expectations affect how we feel about the support we’re getting from contact centers. We want support to be quick and on our own terms.
Those terms include the fact that, more likely than not, we’re on a mobile device. And, increasingly, we want the option of connecting with support through a live chat channel.
This is the topic of a new report, “Where Contact Centers Are Missing the Mark with Customer Care: Adapting Live Chat and Remote Support for the Connected, Multi-Channel Customer.”
That title is admittedly a mouthful, but the report is one that customer service pros will not want to miss.
The report is based on a survey that Ovum conducted with both contact center managers and customers. Some key findings from the report:
- Good customer service matters: 76 per cent of the customers surveyed said that they’d stopped doing business with a company after a bad experience.
- Non-voice channels like live chat and email are rapidly increasing in popularity. So, if you’re not supporting these channels, you may want to consider adopting them.
- Live chat is a promising support channel – and its use has doubled in the past two years. Not only does it enable you to quickly engage with your customers, but it also lets your agents handle multiple transactions at once.
And, in case you were wondering, the Academy Award for Best Picture in 2010 was The Hurt Locker.
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