3 minutes read
Nowadays, you can no longer get away with a customer care team that is only available during office hours. Let alone one that is only available via telephone. Customers expect companies to be involved and easy to reach. At the same time, the number of communication platforms customers use to reach companies, is increasing rapidly. Automation, Chatbots and Artificial Intelligence are said to be the answer. But what is really needed to offer your customer the service he requires?
The traditional customer care department that operates solely from a call center is a thing of the past. SMS and email have been embraced already some time ago and are already seen as standard communication tools in customer care. Each of these channels has its own features. Telephony for example, offers a highly personal and interactive way of communicating. This traditional customer care over the phone does, however, mean your customers are often kept waiting for a long time or are put on hold to be transferred to the right customer care agent.SMS offers a solution for these waiting times. When the customer has sent you his question or comment via SMS, he can just put his phone aside until the receives your reply. Still, answering complex matters for which more information is needed, can be difficult over SMS. Because of its high open rates, SMS is very suitable for outbound customer contact.
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