Today, mobile technology has changed everything, putting the world at our fingertips. At the same time, it has changed the way organizations interact with customers. Therefore, call centers must also be constantly aware of developing mobile technology and communication trends in order to provide high-quality customer service.
Here are some of the ways mobile has changed call center management.
Growth of new Service Opportunities
The utility of mobile phones facilitates quick and convenient customer service through a number of new opportunities that continue to emerge. Email, online chat, social media, voice calls, text messages, and mobile apps are some ways customers can contact a business. Customers usually use text messages or online chat to get their needed help. Call center or contact center representatives can use text messages to provide relevant customer service. Plus, they can send a custom link via text that leads to a live call.
Customers also use social media to contact businesses when they need service or have problems. Customers expect a response when they try to reach out via social media. If they are treated or responded to well, they become loyal customers. However, resolving issues and providing customer service through these channels will not only show that your business is up to date with the latest technology but will also help minimize incoming calls. This leads to a win-win situation for both customers and call centers.
The rise in popularity of video chat
"Video chat offers customers a richer sense of presence, a personalized experience, helping to coordinate communication and support emotional expression and share content in real-time," according to Brian Manusama, Research Director at Gartner.
Video chat via smartphones is one of the best ways to connect directly with customer support representatives. And it definitely offers a more personalized experience. This is what makes customers connect with the brand in a meaningful way. Therefore, in a scenario where many companies are using interactive voice response systems, video chat is a new and effective way for companies to be real instead of just communicating through a machine and providing the assistance customers want.
Required for multi-channel access
Today, customers can contact a company through multiple channels, such as websites or mobile applications, to use products or services. Therefore, call centers need to prepare to communicate with customers through various channels. In addition to managing multi-channel access, the communication that occurs in and between these channels must also be properly documented with the right call center management software to avoid confusion later on. You also don't want your customers repeating the same information over and over again, causing them inconvenience and ultimately losing them.
So, it is definitely in the interest of call centers to embrace mobile technology and all the latest business communication channels to stay ahead of the competition.
With the right call center management software, it's easy to document and manage communications within and between these channels. This gives your staff members access to everything they require to be successful in a contact center or physical store.
The rise of mobile communications in customer service and the rapid emergence of new communication channels means contact centers have a lot to keep up with. Several contact center solutions are available to help your business better manage diverse and growing customer service channels. Embrace mobile technology and brand-new communication channels that matter to your business, so you don't get left behind.