5 Steps to a Multi-Channel Contact Strategy

A plan to enable customers to meet your where the customer chooses. Channels can include call center, email, social media, mobile and others.

Multichannel Contact Strategy

How purchase decisions were made yester-year

1-800-TV-SPOT

CustomerDecsion

ContactCenter

TVSpot

How purchase decisions work today.

Section Divider StyleSo, where and how do you start to define your strategy?

Listen & monitor the webfor your customers

1

Monitor web activity, ahead of defining a strategy. Social web monitoring will let you know the channels, lexicon, and the time of day your customers prefer to seek support.

2Let customersdefine your multiple channels

The Social web has exploded, but the number of channels is less important than effectively managing the channels your customers prefer.

3

Get your staff fit for purpose or find a partner

Agents need to be channel savvy and have excellent written skills.

Empower Agents but set clear support boundaries, escalation points, and promote best judgement.

Section Divider StylePlan to SegmentConsumer Data

4

Section Divider Style

Measure customer data and organize your customers by their individual support preferences and buying habits.

Cloud-based Social CRM will help you track customersindividually.

Set up the right goals

5

Goals should be channel specific, Calls are different than email, but traditional customer care metrics should still be used to identify efficiencies and cost savings.

Multi-channel Strategy in Summary

The way we communicate has changed. But the culture of great customer service has not.

If Customers are heard in a timely manner, chances are you won’t lose them.

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