Today’s consumers are increasingly social, selective and well informed, typically interacting with a company via multiple channels: Email, chat, telephone, online, SMS and social media. In turn, they expect a faster and more personalised customer service; and if demands and expectations are not met, that same technology can be used to tell friends, network, and indeed the whole world about it. Making it more important than ever to get it right!
Our Multi-Channel Optimisation service has been developed to help companies:
Deliver a world-class joined-up customer experience regardless of the media used
Meet the demands of today’s multi-channel society
Leverage the customer experience to increase brand loyalty
We look in detail at the journey a customer takes across the communication channels that a company offers. We advise clients how to make those customer interactions more profitable by looking at three key elements: People, Process and Technology.