Let me explain one friend’s case:
A well-known friend’s company decided to open the email channel as the only one to conduct his customer service. He got some tweets asking for support, and they decided to handle those forwarding them to the website.
Then he got some Facebook questions… the same. Suddenly customers where posting good things of them on socials. They start replying them. When they started replying those good things, the “bad” things also start coming. The only way to handle those customers was giving support on social network.
He believes that was the end, until the competitors offers a phone support, live chat and many other self-service tools, and he started to lose market share.
Now he is serving multi-channel with an omni-channel solution.
Then let me change the answer:
Check/Validate what it serves for you, to ensure your business healthy. Be where your customers are.
“In today’s world, technology has changed how everyone acts which also affected their patience. All customers want answers to their questions ready instantly. The best way to answer those customers would be by providing them different channels of communications where their questions can be answered within seconds.”
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|Asked: 2/16/19, 8:17 AM|
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|Last updated: 3/22/19, 6:51 AM|