The way customers wish to communicate with businesses is changing. People nowadays are more demanding, have less time and more often than not want a response to their enquiry quickly and whilst on the move.
- Customer choice
With the advancement of digital communication technology, customers now have more options to make contact with you organisation than ever before through a range of different channels.
Alongside more traditional communication channels such as the telephone and email, the adoption of web chat and social media to make an enquiry or indeed a complaint is now wide spread and growing. Customers are more savvy and technology driven – if they are unhappy or wish to make a complaint then what better way to do it than post something on Facebook or tweet about it, so it’s out there in the public domain.
- Omnichannel service
So, if your company is a consumer-based business, how can you ensure customers get responded to in the method of their choice whilst minimising the risk of adverse publicity that can so easily be escalated through social media channels.
Outsource your customer service to Ventrica and you will have chosen a company adept at providing customer service through multiple channels, so no matter how your customers choose to make contact with your organisation we can handle it, providing a unified view of the customer journey and a better and more streamlined customer experience. We’re highly experienced because we’ve been providing omnichannel customer service for an array of ‘blue chip’ clients across multiple sectors pretty much since the advent of these technologies.
So whether its voice, email, web chat, social media or review moderation, we can help provide you with a true omnichannel service that will delight your customers and help to ensure your company stays at the forefront of digital communication technology.