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Customers Demand Multichannel Customer Service

Are you meeting customer service expectations?

Today’s customers are savvy, opinionated, and empowered. They demand a service

experience which is tailored to their preferences and history.

Customers are more sophisticated today than ever before. They expect much from the

companies from which they do business, including customer service.  Customer service is

going through a revolution to match the demands of a customer experience world. Today’s

best service companies use sophisticated technology, customer analytics, and business

intelligence to provide the best customer experience.

The customer services market is going through notable changes as a result of the different

ways companies and consumers are now communicating with one another. Newer

capabilities addressing these changes include: Customer Analytics and Multichannel

Customer Services.

Customer analytics is the practice of analyzing customer data to find patterns, behaviors,

and insights. customer analytics includes predictive modeling, data visualization, information

management and segmentation.

Multichannel customer services serves customers with all the options for how they would

like to communicate with a company. Multichannel customer service is all about creating a

seamless experience to the customer, regardless of which channel they choose to use.

Why is multichannel customer service important?

Multichannel combines with customer analytics to provide a single customer view. For

companies, this offers the benefit of being able to provide service to individual customers far

more efficiently, as well as the data and insight to improve communications, sales, and

service operations. Most important of all, since the customer can be provided with a higher

level of service, it can lead to an increase in customer satisfaction loyalty and advocacy.

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When prices and products are often very similar between competitors, then customer

experience is one way to differentiate your brand from its rivals. Customer service makes

people talk about a brand. Customers will become advocates, recommending a company to

friends and colleagues purely on the basis of receiving professional service.

Customer advocacy is ultra-important in our socially connected digital age.

Ultimately, poor customer service hurts companies in two ways: in lost business due to

losing disillusioned customers, and in the bad PR and negative goodwill generated by

unsatisfied customers.

“Customer analytics and personalized customer service experiences used to be reserved

once for enterprise Fortune 500 but today these capabilities are easy to use, appropriately

priced and a significant priority," - Stephen Griggs, Infinity Contact COO.

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The Benefits of Connecting Customer Analytics and Multichannel Customer Service

1. Build rich customer profiles by capturing data across all customer touch points.

2. Arm your teams with the insights and information via analytics to increase

performance success.

3. Target your most profitable prospects and customers through their preferred

communication preferences.

4. Deliver outstanding customer experiences across all channels.

5. Use analytics to uncover new opportunities.

Are you leveraging multichannel capabilities?

Technology is rapidly changing the ways that customers interact with their favorite brands.

To attract and retain customers, it is now essential to provide integrated multichannel

customer support. The proliferation of new channels also yield an unprecedented amount of

data that Infinity can help your enterprise can use to predict customer preferences and

problem areas. Technology (cloud, social, mobile, multiple channels across chat, instant

message, IVR messaging, and the web) are transforming customer service. In fact, by year

end 2014 40 percent of the market for campaign management budget will be spent on

customer service, analytics, and social according to Gartner.

Are you leveraging analytics?

Analytics are the key to understanding customer behaviors, patterns, and demands.

More than half the battle is acquiring and maintaining quality customer data. It is important

to build a customer database repository that allows to effectively utilize unique attributes to

segment buyers. Using segmentation you can:

Build personalized campaigns

Embed business rules engine to support agents to proscribe the right offers to the

right customers at the right time in the right way.

Enable agents to market complex product and service offerings

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The Business Driver of Customer Analytics Utilization ReasonAugment customer service, customer care 71%

Respond to customer needs in a timely

fashion 45%

Point of sale response time via multiple

channels 42%

To support customer self service 21%

To improve efficiencies (margins, costs) 21%

To increase revenues 20%

To share information, educate 17%

“The perfect opportunity to create

operational efficiencies while supporting

your customer’s self-service initiatives.”

– Tom Leidigh, Infinity Contact Founder

and 30 year customer service industry veteran.

Want to learn more? Visit http://www.infinitycontact.com/RevenueLeadershipSystem/