Your SMB has got a call center with operators standing by. That’s nice… for 2012.
Your customers talk to their aunties by video chat. They use mobile apps to find boyfriends, and text messages to dump them. Do you really think they’ll be satisfied when they have to get off their phone or tablet or computer to contact you, then sit on hold listening to the “your call is very important to us” drill? Spoiler alert: they won’t.
As a small-to-midsized company, you’re not immune to the creeping tide of expectations when it comes to providing service in channels your customers use. You’d better provide the customer service the big guys do, in the channels they want, or risk losing the customer forever. Still skeptical that your clients aren’t satisfied with a Voice-only solution? Try on some of these stats for size:
When you add the fact that omnichannel contact centers deliver a 24% year-over-year improvement in annual company revenue, a 55% decrease in customer complaints and a staggering 241% improvement in customer retention, and it’s not hard to make a case that adding these channels is a true win-win for both your company and your customers.iv
iKarr, Douglas. “Multi-Channel B2C Campaigns Realize a 24% Greater Return on Investment.” Sailthru, 2015.
ii2015 Global State of Multichannel Customer Services Report. Microsoft, 2015.
iiiState of Customer Service Experience 2016. The Northridge Group, 2016.
ivMinkara, Omer. “Omni-Channel Customer Care: Best-in-Class Steps to Success.” Aberdeen Group, 2015.