In a fiercely competitive market there are very few ways to really distinguish your products and services – but customer service is one way to make your business stand out from the crowd. Here’s how you can improve your customer service across all of your channels.
Consistently good customer service is becoming difficult to provide. There are more channels than ever before (call center, in-store, online, social, etc.) and the number of different channels can easily lead to internal divisions and unintentional walls between departments.
This leads to major disconnects between teams, and a lower quality of customer service.
‘Silo Syndrome’ occurs when each department – call center sales, contact center service teams, eCommerce owners – focus only on their own specific goals, KPIs and targets.
But of course your customer’s journey involves a mix of online and offline touchpoints. They rightfully expect a seamless experience that supports their individual needs.
Three steps to better customer service
There are three ways to quickly and easily break down the silos and get your business working together to offer seamless, targeted omni-channel service.
You can see how to implement these three simple steps in Now Interact’s whitepaper, ‘Got Silo Syndrome?’ To give you a taster, here’s a short overview:
- Know the channel history: If you knew which of your service channels an individual customer has previously visited, it would change the way you communicated with them. Now Interact lets you understand your customers’ browsing and service history with your organization, meaning you can provide a better, more customized service faster and more efficiently.
- Contact channel optimization: Wouldn’t it be so much more effective if your online team and contact center team could work together? Make sure your omni-channel optimization solution ties all channels into one smooth system.
- Harness your data: The better you understand how your customers might behave, the better your chances of making a sale. Using analytics can help, but it is nowhere near as effective as providing real-time insight into visitor behavior. Now Interact can help you see what your customers are doing in real-time, but we can also go one step further: we can accurately predict what they will do next.
To see how you can supercharge your customer service by putting these three steps into practice, read Now Interact’s whitepaper, ‘Got Silo Syndrome?’ today.