Contact Centre Best Practice: Channel Choice: Putting Customers First
The number of channels available to consumers has skyrocketed. Stalwarts such as the telephone, email and the web have been joined by the likes of chat and social media, all putting pressure on brands and their resources to meet changing customer expectations. Whichever the channel, consumers demand fast answers and a seamless experience.
But which channels do customers actually want to use, and when? To find out Eptica, an Enghouse company, surveyed 1,000 UK consumers, asking them to rank their preferred channels across the whole customer journey, from initial research to post-purchase follow-up and then providing positive and negative feedback. The survey also asked how long they were willing to wait for an answer on specific channels before they gave up.
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Enghouse Interactive delivers technology and expertise to maximize the value of every customer interaction. The company develops a comprehensive portfolio of customer interaction management solutions. Core technologies include video collaboration, contact centre, attendant console, predictive outbound dialler, knowledge management, IVR and call recording solutions that support any telephony environment, on premise or in the cloud. Enghouse Interactive has thousands of customers worldwide, supported by a global network of partners and hundreds of dedicated staff across the company’s international operations.
For additional information on Enghouse Interactive view their Company Profile