SMART Service Desk Asks: Do You Miss Customer Communications

Now more than ever, customers just want to be recognized and understood. We live in the personalization era and technology will only take it further. At the same time, the lack of efficient customer engagement methods in place at companies worldwide and the number of ‘impersonalized’ processes in contact centers and beyond have left many customers wondering when it will all improve for them.

As with the smart phone edging its way in to the world of the desktop will the smart watch help or hurt future communications and marketing efforts?

Most customers actually use multiple digital channels, devices and sessions during a typical journey. Yet, most companies and organizations are blind to what customers are doing online or on certain digital channels. They don’t see interactions the same way customers do – as one continuous conversation.

A company can no longer expect to get their complaints via phone and email. Social media has become a sounding board for your customers. With the many different channels it can be difficult to monitor them all. Every printed piece you handout to all contacts can contain your expected channels by including your Facebook, Twitter, email and phone number. These should be prominent on your web site as well.

If possible you need to identify and channel upcoming customer inquiries and situations before they happen.  A sudden rise in negative feedback around your brand indicates you need to take immediate corrective action when customer engagement goes awry. Effective monitoring and tracking across digital channels enables you know which customers and individual influencers to engage, leading to a better anticipation of customer needs, before they try to contact you.

By combining customer contextual and behavioral information with a real-time view of the resources available in the contact center, you can offer proactive assistance at the right time, on the right channel and with the right service representative to secure effective customer conversations.

Is your company ready to communicate with all of your customers where they expect you to be?

SMART Service Desk IT Service Management Software can be your answer. We know that your satisfied customers will return again and again. Let us help you increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. No matter the size of your business we have your customer retention solutions.

SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com