Leveraging Digital Channels to Your Advantage

1. Leveraging Digital Channels to Your Advantage

2. Skilled and capable agents provide the right kind of assistance to unhappy customers who contact them. But how do you reach out to your customers, to help and retain them, if you don’t hear from them? You need to leverage the power of digital channels to provide excellent customer service.

3. Phone support reigns

4. Phone support reigns Customers prefer detailing complex issues to a customer agent over phone support. 1 And so, support through inbound call centre services or call centre outsourcing services is essential if you face a high call or order volume. 2 Phone support continues to enjoy the upper hand as the most sought-after channel. 3

5. Tech-savvy customers Digital savvy customers spend a lot of time online and so it is natural for them to turn to an online channel for opinions or assistance. They seek self-service first. Social media and online communities provide brand reviews and a wealth of information. Today’s customers are tech-savvy. They are on all digital media. Get a modern PowerPoint Presentation that is beautifully designed.

6. Expansion of customer service Businesses need to be where the customers are. Make it easy for your customers to deal with you. Be more accessible and develop a strong online presence. Customers can move to brands that give them this comfort. Additionally, they will post negative reviews online that might affect brand reputation. Most businesses use only basic channels that they’ve been using for years. Customers are not getting a seamless Omni channel experience.

7. What can businesses do to improve their accessibility and reach? Include Omni channel facility Provide good customer services an inbound call centre services or call centre outsourcing services through Phone, Email, Messaging Services,Live Chat, Social Media, Online forums and communities, etc. Ensure that these channels are managed closely to provide swift responses. Reach out to customers and respond to them quickly — studies show this increases customer retention and increases brand advocacy Give customers ease and convenience — they demand it. Ensure they are supported on their preferred channel. Customers must not be forced to use a channel that is not their choice.

8. 24/7 service is important Customers want to choose the time of day they contact businesses too. They must be able to resume interactions at their convenience. The brand should be responsive 24/7 in order to assist the customer round- the clock.

9. Seamless channels Customers wouldn’t want to repeat themselves when they switch channels. For example, a customer tracking a request placed over phone, must be able to find the progress logged on the website or sent through email. Each the customer contacts the brand, they do not want to start over.

10. Make the best use of digital channels

11. Make the best use of digital channels There are rapid swings in customer loyalty now, with the rise of digital channels Customers have access to a lot of information and lot of competitor brands. Businesses must leverage the digital media to connect with customer more effectively. Customers are looking for speedy, effective, effortless interactions on their channel of choice. Use multiple digital channels along with phone and email support to make this possible. Positive interactions and excellent customer service will lead to greater customer retention and communities of loyal brand advocates.

12. Get the right digital customer service that suits your business. Contact us today!

13. Contact us • Australia : +61-280024706 • India : +91-471-4124100 • USA : +1-904-900-2110 Email : marketing@phykon.com • : Sales@phykon.net Visit Us : www.phykon.com