8 Effective Ways to Handle Multichannel Challenges

8 Effective Ways to Handle Multichannel Conduit Challenges
8 Effective Ways to Handle Multichannel Challenges

In today’s world, companies realize that having a call center or a website is not enough to solve customer complaints and to delight customers. Therefore, it is vital to be aware of the different modes of communication that customers use, identify, and solve problems through such channels to improve customer service or to win loyal customers. Multi-channels could be both direct (sales points, advertisements, telephone calls and SMS, direct mail, personal visits) or indirect (social media, review websites, surveys, etc.).

A typical customer today is highly connected and does not only rely on advertisements or a sales pitch to decide what to buy and which company to be associated with. He or she often goes for a product or a service mostly related to an experience by a known person in his or her circle. Additionally, he or she evaluates the product, evaluates if it suits him or her, and then checks all alternatives before making the decision.

This is where multi-channel interaction plays a vital role. Any break or absence in any part of this customer journey means a loss in sales. On the contrary, engaging the customer at the right time and through the right channel could mean a loyal customer and several more referrals. The same holds true for customer service and in handling customer complaints. However, companies often face several challenges in adopting this strategy. Some of the ways for resolving this are as follows: 

8 Ways to Resolve Multi-Channel

  1. Regular Technological Training for Staff:

    Ask any untrained call center agent about the advantages of knowing the Geo-location details of a customer and you are most probably going to see a blank face. While technology never stops to fascinate in what it can reveal about your customers, it is important to make sense of it and use it to your customers’ and your advantage. So, ensure that your staff are updated on latest technology usage at regular intervals

  2. Targeting Relevant Channels:

    It is easy to lose sight due to the overwhelming data and channels in today’s world. The number of channels could be huge for a company and going for each could be a waste of resources, time, effort and money. It is crucial for companies to analyze available data to find out the most important channels based on the demographic information. It is equally important for the company to convey the importance of such channels to the customer service department.

  3. Devise Customized Channel-Wise Strategy:

    Each channel has its limitations and advantages, and customer engagement will fail if there is a rigid content and communications strategy for all channels. For example, keeping an eye on channels such as Twitter has become crucial in customer management. However, obtaining contact information and further dialogues is better off through the DM facility it provides instead of a thread that can be seen by several more customers and competitors. Handling customer complaints through social media also pops up the challenges in need for different content strategies and unified communications.

    It is important for companies to devise a strategy with customer behavior and best practices per channel in mind. Other factors that are important in developing customized channel-wise strategy include a priority list, content requirement per channel, specific guidelines on aims and objectives to achieve via each channel, and monitoring.

  4. Streamline Offline and Online Communications:

    In order to be effective, it is important for companies to streamline their online and offline customer engagement. For example, a very informal communication through social media must reflect the friendliness and modernity at the brick and mortar  store. Similarly professionalism, if made the hallmark of a company’s communication, must pervade through both offline and online communications and through both direct and indirect channels.

  5. Be Constantly Ready for Upheavals:

    Reaching out through more channels means more visibility and this in turn means customer interaction and more customers. However, companies at times are unprepared for the increase in customer complaints or feedback, which could prove to be dangerous. Therefore, companies must chart a plan to tackle a likely spike in customer interaction and prepare their various channels such as call center and sales for such an opportunity.

  6. Match the Resource with the Demand:

     Unlike traditional channels, it could be tricky to monitor and predict volumes and allocate resources on different channels in multi-channel customer engagement. One possible way to identify volumes on different channels is to monitor the number of interactions for each channel and analyze it to identify patterns, spikes, slacks and other channel behavior and correlate it with news, advertisements, product launches, policy changes, and other happenings around you. This data could also help in prioritizing channels, developing a customized content strategy and in resource allocation.

  7. Regular Appraisals:

    New channels often lead to uncertainty of whether things are going right. This fear must be assuaged by the management at regular intervals. It is also crucial to improve and develop appraisal processes to help measure, compare, and identify profitable and unprofitable channels.

  8. Ensure Unified and Consistent Communication across Channels:

    Most customers today communicate with the company through more than one channel and if the customer is sufficiently disgruntled, he or she may use as many channels as possible. This kind of omni-channel customer engagement poses several challenges. To tackle these challenges it is important for companies to follow transparent and consistent policies and have in place regular training and unified communications. It is also vital to prioritize channels and ensure that communication on customer engagement moves from one service agent to another quickly. 

Multi-channel customer engagement is the new norm in today’s competitive world and an absolute essential in handholding during a lonely customer journey. Therefore, identifying and minimizing difficulties in multi-channel customer engagement is crucial in enhancing customer engagement with the company. Effective use of multi-channel engagement adds to the quality of customer service provided by a business.

Read Also related Posts:

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For more information on how Invensis Technologies will effectively manage your Email Customer Service requirement through our Multi-Channel Call Center Support Outsourcing Services, please contact our team on US +1-302-261-9036; UK +44-203-411-0183; AUS +61-3-8820-5183; IND +91-80-4115-5233; or write to us at sales {at} invensis {dot} net

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