For centuries retailers are aiming to create effortless and innovative experiences for its customers. Even today, online-only and subscription-based retailers are trying to find different ways to support their customers well. Gone are the days when online customer service was solely dependent on email.
Today innovative retail brands are using a variety of non-traditional digital channels to deliver exceptional customer service to their customers. They are teaming up with highly experienced multichannel call centers like us to provide their customers with an excellent customer service experience.
Most innovative brands today know that some communication channels work better for them than the others. After all, the best way to deliver the best customer experience is not by being present in all the channels but by choosing the right channel at the right time to meet customer’s needs.
Here are a few contact channels and their combinations that deliver better customer experience for online-only customers.
Customers today are more tech-savvy than ever. They prefer to do things themselves without asking for help. They look up for information on your website, videos, articles, and other useful information on the Internet before going to customer support. You can use this phenomenon in your website and app by offering FAQs, informative articles under the customer service tab.
This way, you will be able to create a more personalized experience for your customers who will get access to the information they were looking for without contacting the customer support.
2. Live Chat
Live chat has become a popular customer service channel with the highest customer satisfaction rate. Today, it is essential to have a live chat option to your website or app to ensure greater customer convenience and satisfaction.
3. Social Media
When your customer base is spread across various demographics, social media can be an excellent customer service tool. It appeals to several demographic and can offer a broader reach. Social media can have a higher customer engagement.
However, there is no one size fits all formula to it. You need to experiment with two or more social media channels to see what works for you.
4. Messaging Apps
SMS and mobile messaging apps like Facebook Messenger and WeChat are becoming increasingly popular among younger customers. As these messaging apps have a chat-like interface, it makes your customers feel like they are talking to a friend, and their experience gets a boost.
No matter how many new digital channels come in the customer service scene, there is no alternative to talking to a friendly agent over the phone. When your customers face a critical issue, they feel more comfortable talking to your customer service agents than using social media, self-service, email, or live chat. Therefore, phone support should always be your number one communication channel.
While looking for ways to boost customer satisfaction, first you need to determine which customer service channels work better with your customers. You may need to do experiments with a few new channels before finding the right channels for your customers. There is no one-size-fits-all rule when it comes to customer communication. You have to figure that out yourself. An experienced call center partner like Fusion can help you find the right channels through impeccable customer service and reporting.
To know more about how Fusion can help you find the right customer service channels and deliver exceptional customer service through those channels to boost customer satisfaction, contact us today!