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February 25, 2016 | By

Customers Turn to 3+ Support Channels – Will You Be There for Them?

Delivering fast, painless and reliable service is critical not only for Customer Service executives, but also for Sales and Marketing leaders tasked with increasing conversions, growing revenue, and maximizing customer lifetime value.

No one communication channel (or channels) stands apart in the consumer’s mind, so organizations need to support a variety of channels. But not every channel is ideal given the customer, the situation, or the device they’re using – and it’s no surprise that 64% use three or more channels when contacting a company for support.1

Customers looking for quick access to return policy information may be satisfied with a self-service option to answer this commonly asked question. A more consultative sales, beauty, or personal finance interaction may warrant a virtual face-to-face interaction.

In today’s world, customers want options for fast resolution, and you better deliver. In fact, Forrester found that 53% are likely to abandon a purchase if they can’t find quick answers to their questions.

Today, BoldChat makes it easier than ever to meet consumers’ expectations of service. And we provide the flexibility and control you need to tailor the experience to your business.

  • Our integrated, out-of-the-box Video Chat solution enables businesses to connect with their customers and prospects in a more engaging, personalized and unique manner, driving higher conversions and customer satisfaction.
  • Our Auto Answer capabilities help website visitors find resolutions for frequently asked questions quickly on their own before being escalated to a live chat session for more advanced, personalized support, helping to offset volume and deflect minor inquiries, freeing up resources for more complicated issues.

Contact us to learn more or schedule a demo today!

1Where Contact Centers are Missing the Mark with Customer Care, Ovum, March 2015


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