Top 3 Reasons Why Multichannel Customer Communication Is a Must-Do By Harvey Spectre

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The conventional call centers are confined to providing services only over the phone. They can either make the calls to customers or receive the calls from them. But this is NOT sufficient in today's times when the customers expect multi-channel communication. The customers want the business to be accessible through the e-mail, chat, social media etc.

As the typical call centers didn't have the facilities to engage with the customers on such platforms, therefore the contact centers emerged and became instantly popular.

The bouquet of offshore contact center services includes interaction through all the possible channels of communication. It is indeed become immensely important to utilize all avenues of communication today, simply because of the following three reasons:

1. Customers are omnipresent

Your targeted customers are literally everywhere, spread in all parts of the real as well as virtual world. If you are overlooking any communication opportunity, then you are losing out a big chunk of your possible profits. So if the business wants to reach out to the heterogeneous customer base, then they should be good with social media, where they can tap the youth, and also be good with e-mail through which they can connect to the professionals etc. Greater the number of communication touch points, more the number of customers whose lives we touch.

2. Customers are judging the way you communicate

Any business has to be prepared for a scrutiny by the customers if they want to become the trusted brand of the customers. The customers form an impression about the company's products and services by evaluating the quality of communication.

As all the call centers are also dependent on VoIP, and e-mail and chat are also powered by the internet, therefore a robust IT infrastructure is very important. The business must invest in its infrastructure and get the best IT services to ensure that communication never suffers from a downtime. Business should be able to always respond to the queries of customers in real-time through various multi-channel mediums.

3. Customers want convenience

The business should ensure that customer support should be accessible. If the customers get trapped in a labyrinth of IVR and have to face hostile agents, then the purpose of customer service is defeated. The business must avail IVR development services by a renowned vendor and get their IVR designed in a user-friendly way. All the agents must also be trained to assist the customers and aim for FCR (first call resolution).

We at Gold IT understood the importance of multi-channel communication with the customers early, and have been ahead of the curve. Our combined expertise in IT as well as communication has made us the trusted vendor for integrated customer support.

If your business is still stuck with the phone, then this is the time to make the transition with Gold IT. Because multi-channel is the future!

Harvey Spectre is a well appreciated IT expert who serves the industry with scholarly research on the IVR services that have become a compulsion in the Gold IT telecom industry. In addition, he also develops white papers on offshore call center services services, technical helpdesk support, outsource call center and oss billing solutions and services.

Article Source: http://EzineArticles.com/?expert=Harvey_Spectre

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