You have a lot of options when it comes to customer service channels, with digital varieties like email and social media providing a personalized way to connect with customers. While you should take advantage of digital opportunities to engage your audience, it’s important to note that there’s still no replacement for human-to-human customer service. When you want to connect with your target audience in a meaningful way, nothing tops a personal conversation.
Take a look at a few of the key advantages that come with an omnichannel customer service strategy:
Direct access to customer support: Digital methods simply can’t provide the immediate contact that happens through a phone call, where the customer can receive a timely resolution, and the agent can learn more about your contact’s situation. Throughout the conversation, agents will have opportunities to answer questions about your products or services, and can position your brand as the solution to solve the customer’s challenges.
Improved personalization: You can segment out your target audience on social media platforms like LinkedIn, but a phone conversation allows agents to tailor messaging exactly to the recipient’s needs. These conversations show your brand’s commitment to providing an exceptional customer experience. By partnering with a nearshore contact center, you can offer your customers solutions that are tailored to each unique individual. You simply cannot match this type of personalization with any other communication channel.
Immediate information: You could spend hours on social media engagement and analytics, trying to understand your target audience and resolve their problems. Why not just have a conversation? By connecting your customers directly with experienced, highly-trained agents, your customers’ frustrations can be heard. Protel BPO’s agents understand the need to listen to customers’ emotions. Our agents know the valuable role a considerate, friendly response plays in producing brand loyalty.
Brand loyalty: The response your brand gives when a customer is upset isn’t the only factor in brand loyalty. A phone call can bring up questions that allow the agent to answer, hear concerns and reservations, and go over any promotions that might benefit or interest the customer. A personal conversation allows you to strengthen your brand message and offers the opportunity to turn a possibly negative purchase experience into a positive. This customized approach increases the chance that customers will leave thinking of your brand in a favorable light. While social media and email tend to be more passive channels, a contact center partner offers the opportunity to directly reach customers.
Are you looking for a better way to serve your customers? Contact us at Protel BPO, where we offer a competitively-priced solution to exceptional customer service.