The Multi-Channel Customer Care Report
Title : The Multi-Channel Customer Care Report
Edition :
Year : 2017
Authors : Zendesk
Publisher : Zendesk
Preface
Customers simultaneously want the warmth of human communication and the speed and efficiency of automated service. It’s a paradoxical challenge for companies, one brought about by increasing levels of consumer expectations and the fast changing technical landscape of customer communications.
This important and perplexing challenge is explored in The Multi-Channel Customer Care Report, with findings based on a recent survey conducted by Loudhouse and commissioned by Zendesk—a leading provider of customer service solutions.
It's a challenge that represents an opportunity for companies that are willing to face it. The increasing number of channels for customer communications—when used as part of a thoughtful, dynamic customer service strategy—can be used to meet increasing consumer demands. While this is not an easy task, the rewards include improved customer loyalty and a significant competitive advantage.
So what do we mean by "multi-channel"?
The days of companies providing a single method of support communication are gone and are unlikely to return. Not only do different customers expect to be able to use different channels for support, many prefer specific channels according to their needs. Some will complain to a company on Twitter, seek simple answers via selfservice, and contact customer support through email for complex
problems. Another might choose a completely different path, so it’s important for companies to provide a consistent experience on all of their channels.
Today, a multi-channel support strategy includes a combination of traditional phone, email, or live
chat solutions, alongside social media, and self-service offerings.
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Preface
Customers simultaneously want the warmth of human communication and the speed and efficiency of automated service. It’s a paradoxical challenge for companies, one brought about by increasing levels of consumer expectations and the fast changing technical landscape of customer communications.
This important and perplexing challenge is explored in The Multi-Channel Customer Care Report, with findings based on a recent survey conducted by Loudhouse and commissioned by Zendesk—a leading provider of customer service solutions.
It's a challenge that represents an opportunity for companies that are willing to face it. The increasing number of channels for customer communications—when used as part of a thoughtful, dynamic customer service strategy—can be used to meet increasing consumer demands. While this is not an easy task, the rewards include improved customer loyalty and a significant competitive advantage.
So what do we mean by "multi-channel"?
The days of companies providing a single method of support communication are gone and are unlikely to return. Not only do different customers expect to be able to use different channels for support, many prefer specific channels according to their needs. Some will complain to a company on Twitter, seek simple answers via selfservice, and contact customer support through email for complex
problems. Another might choose a completely different path, so it’s important for companies to provide a consistent experience on all of their channels.
Today, a multi-channel support strategy includes a combination of traditional phone, email, or live
chat solutions, alongside social media, and self-service offerings.
DOWNLOAD (MEGA) | DOWNLOAD (SOLIDFILE) | DOWNLOAD (UPTOBOX)
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