We’re living in the age of the self-empowered consumer, a customer that has endless resources at his or her fingertips thanks to the ubiquity of digital channels and personal devices. Due to this technologically enhanced environment, consumers’ customer care expectations have reached new heights.
Now your potential buyers, as well as your existing customers, want more ways to connect with your brand, specifically through multichannel marketing services such as traditional telecommunications, email marketing, texting and Web chat. In fact, a recent study revealed that 64 percent of consumers are likely to have a better perception of a company if it offers text messaging as a service. What’s more, 41 percent of consumers feel that a company understands that their time is important if it offers multiple channels in its customer care services.
Whether your customer care strategy currently includes multiple channels or not, the message from these compelling statistics is clear: Consumers trust brands that make it a priority to connect with them. For instance, your customers will feel more appreciated if you offer them multiple different ways to connect with you in addition to the telephone. Your customers will feel that you understand their needs and their busy schedules when you offer them accommodating services that are convenient and simple to use. Plus, as an added perk for your efforts, you’ll be the recipient of good karma in the form of positive online reviews and customer retention.
Perhaps your largest target market consists of business people between the ages of 25 and 35. This means they’re not only millennials but most likely too busy with their work schedule to call a customer care hotline when they have questions or concerns. As such, this type of consumer would find it most convenient to text, email or even communicate via live Web chat. This population is also likely to share customer care experiences on social media, so make sure your brand gets positive reviews by always providing accommodating options.
Your contact center services needs diversity to keep pace with the digital consumer, so don’t fall behind; learn everything you need to know about multichannel marketing services here!
Steve Brubaker began his career at InfoCision in 1985. In his current role as Chief of Staff and as a member of the Executive Team, he is responsible for HR, internal and external communications, and manages the company’s legal and compliance departments. Brubaker is a member of a number of professional organizations, including the DMA and PACE. He also donates his time to serve on several university boards, including the Executive Advisory Board for The Taylor Institute for Direct Marketing at The University of Akron and The University of Akron Foundation Board. He has also been honored with a number of awards and recognitions for his contributions to the call center industry, including the ATA’s highest honor, the prestigious Fulcrum Award.