Higher Customer Engagement Rates with Multichannel Solutions at Forrest Contact
Thanks to rapid digital advancements, customers now expect seamless interactions with businesses across various channels. To meet increasing demands, businesses sometimes need to re-strategise when it comes to providing smooth customer support across all platforms.
A decade ago, being able to text a company for assistance was a revolutionary idea in customer service. And now, having multichannel options is no longer just an added advantage, but the baseline for customer support.
That is where the industry expertise of leading contact centres like Forrest Contact becomes indispensable. As the frontline of customer service, we play a vital role in meeting ever-increasing customer expectations for your business.
In this blog, we’ll address the importance of choosing the right contact centre partner with multichannel support, and the associated challenges and benefits.
Understanding Multichannel Support
Multichannel support refers to the ability of contact centres to interact with customers across a variety of communication channels, including phone calls, emails, live chat, social media, and messaging apps. Unlike traditional contact centres that primarily rely on phone-based communication, multichannel support acknowledges the diverse preferences of customers today and offers multiple touchpoints for interaction.
Challenges and Considerations
While a customer-centric approach with multichannel support offers numerous benefits, it also presents challenges and considerations for businesses.
These may include:
Integration issues: Integrating multiple communication channels and systems with your business is complex and requires significant investment in technology and infrastructure.
Consistent service quality: Maintaining consistent service quality across different channels with a single customer support team is challenging, as each channel may have its unique requirements and limitations.
Training and skill development: Customer support team members need to be trained and equipped to handle interactions across various channels effectively.
Data security and compliance: Ensuring data security and compliance with privacy regulations gets more complex when dealing with multiple communication channels and platforms.
However, multichannel support is essential for businesses looking to meet the diverse needs and preferences of today’s customers. By teaming up with a reliable contact centre like Forrest Contact, you can focus on crucial aspects of business operations while we take care of enhancing customer experience, increasing accessibility, and improving response times.
Benefits of Our Multichannel Solutions
There are many advantages of outsourcing part or all of your customer service to a reliable partner like Forrest Contact – an important aspect being the integrated multichannel approach in customer support, making it easier than ever to connect and assist customers across various platforms.
Improving Customer Experience:
Multichannel support improves customer experience by providing your customers with multiple communication options. With our multichannel support, we let customers choose the channel that best suits their needs and preferences. Whether they prefer the immediacy of a phone call, the convenience of live chat or an email, our team ensures that customers engage with your brand, as per their convenience.
Increasing Accessibility:
Multichannel support also increases accessibility for customers, particularly those with diverse needs or disabilities. For example, individuals who are deaf or hard of hearing may prefer text-based communication channels, while those with mobility impairments may find it easier to communicate via email or messaging apps. By offering a range of communication options, Forrest Contact ensures that all customers have equal access to your brand’s support services.
Personalised Solutions:
Often larger contact centres employ a one-size-fits-all approach that might not always align with your business’s specific objectives, goals and target audience. On the other hand, Forrest Contact offers personalised multichannel solutions tailored to the unique needs of your brand. We prioritise a customised multichannel support strategy ensuring that you receive the kind of attention and support you need to optimise customer experience.
Reducing Response Times:
Having multichannel support in contact centres helps improve response times. Even if you have a customer support team, they may often experience high call volumes, leading to long wait times and frustrated customers. With our multichannel support and expert team, your customers have the option to seek assistance via alternative channels if phone lines are busy. Additionally, we use automation and routing technologies to prioritise and route inquiries more efficiently, reducing wait times and ensuring prompt responses.
Ensuring High Customer Satisfaction Rates:
Customer satisfaction remains the ultimate goal and the most-tracked customer service key performance indicator (KPI). For example, 69% of customer service teams now track first contact resolution (FCR) rates and the same number track customer effort scores. 67% also track case deflection, a measure of how many customer issues they’re able to prevent in the first place. By opting for multichannel support at Forrest Contact, you get to resolve queries quickly, ensuring high customer satisfaction rates, thanks to a variety of options for resolving customer queries efficiently.
If you want to improve customer satisfaction levels for your business, consider outsourcing some or all of your customer support to the expert team at Forrest Contact. Our Australia-based agents are trained to deliver unmatched customer support through engaging conversations across all channels, driving sales and boosting revenue for businesses in all sectors. Get in touch with us today to discover customer support solutions tailor-made for your business.