Answer the phone, respond to email, chat instantly – and add these low-hassle online tools to help customers.
You can cater to a larger customer audience if you offer new or different channels to help, says Lauren Ziskie, president of Social Lift Inc.,
More customers than ever use smartphones, and many of them would appreciate contact center help via:
- How-to videos. Customers will go to YouTube for videos on set-up, troubleshooting and making improvements to the products they own.
- Customer-to-customer help. Create social media communities where customers can share their issues and solutions – without agents having to take care of them, unless asked.
- Mobile apps. On-the-go customers want to pay bills, check account status and rate their experiences from their phones. Easy-to-download apps can put them in control of those situations, rather than calling for help.
