Customers Crave Multichannel Contact Center Solutions

As has always been the case, customer service remains a high-level priority for businesses in every sector. Companies know that if they want to remain competitive, they need to deliver satisfying support to all of their clients.

So what's changed in the realm of customer support? The channels. In the past, the primary and, often, only channel in the contact center was voice. Now, phone-based support is not enough. Customers demand more options when they reach out for support.

In fact, nearly three-fourths of consumers now use three or more channels to resolve their customer service issues. The phone remains the most frequently used customer service channel, but consumers don't want to be limited to this single avenue. They want the ability to choose their preferred channel for each individual service issue.

Looking forward, the need for multichannel contact center solutions will continue to grow. Notably, millennials see the phone as only their fourth favorite touchpoint for customer service. Companies eager to appeal to this demographic will face increasing pressure to move beyond a purely phone-based contact center.

SMS and email are two of the most important channels for these organizations to incorporate. Millennials and Gen Xers rank email and text messaging as their first and second favorite service channels, respectively. Email is likely to be the fastest growing channel over the next two years.

Businesses need to embrace integrated solutions that can offer support through both these channels, as well as phone, IVR and, critically, Web chat. Web chat has quickly become the primary touchpoint for customers in need of immediate assistance, allowing consumers to gain quick resolution for technically complex issues.

With a multichannel contact center, companies can meet and even surpass their customers' support expectations, improving their brand reputations and client loyalty in the process.

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