|Customers are talking, texting, tweeting, browsing and chatting more than ever. Their lifestyles demand fast, convenient access to information. Customers are also more self-reliant, often using self-service channels, peer-based communities and social networks to get help. Not surprisingly, people have little tolerance for poor service.
They’ll simply take their business elsewhere. Failure to address these changing consumer needs can put your business at risk.
To deliver great service and build strong relationships, you need to understand consumer preferences and be able to personalize your interactions. The folks at Aspect call center technology examined changing customer expectations for engagement and offer six things that people expect from your contact center in the digital age:
#1 Know Me – To deliver great service and build strong relationships, you need to understand consumer preferences and be able to personalize your interactions.
#2 Make it Mobile – Consumers today expect to interact with your business across al mobile-available channels, including voice, SMS, chat, social, websites, and of course, mobile apps.
#3 Let Me Do It Myself – Your customers are more self-reliant than ever.
#4 Make It Social – Social media is a vital channel for companies to communicate with their customers.
#5 Save Me Time – Consumers want fast, easy access to information.
#6 Make Me Smarter – Educating your customers is one of the best ways to increase sales, create long-term loyalty and inspire recommendations on social networks or peer communities.
Get the full whitepaper here.
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