Add a Mix of Channels for Better Customer Interactions

Posted on Apr 30, 2018 in Jeff Nolte's Blog

Today’s customers are relying on digital communications like email, text messaging, Web chat and social media to interact with your business.

Omni-channel contact centers and communications give your customers the flexibility to choose the method of contact that makes the most sense for them at any given time.

A customer experience journey may begin on one channel, while providing insight and feedback on a completely different channel. Unifying these communications across channels helps resolve issues faster and helps sales and support agents identify opportunities to drive future sales.

Fast Facts About Omni-channel Customer Engagement

  • Relationships Are Going Digital – By 2020, customers will manage 85% of their relationship with a business in the digital space without interacting with a human (Gartner).
  • Beyond the Call – 90% of consumers will always check a website before emailing or calling a company (Synthetix), and 63% said they were more likely to return to a website that offers live chat (Forrester).
  • It’s a Multichannel World – 25% of consumers utilize one to two channels when seeking customer care and 52% of consumers utilize three or four channels (Ovum).
  • Commit to Customers – They’ll Commit to You: Almost 80% of customers will commit to a deeper product or service relationship with a brand after a satisfying experience.

Work with CTS contact and call center experts to position your business to meet these evolving demands.

The time to improve your customer experience is now… the future of your business depends on this digital transformation. Contact CTS today at 800.787.4848 or jnolte@ctsmd.us.