Customers want to speak to your organisation in the way that they prefer.  66% of consumers have used at least 3 different communication channels to contact support or customer service. This means that just having a call centre isn’t going to cut it anymore.

Many customers prefer to fix the easier issues themselves and many customers are expecting most websites to have self-service options. Self-service adoption is increasing rapidly and allowing cross-; and upselling opportunities.

Inconsistent communication, empty promises, lack of knowledge and long waiting times often frustrate customers to no end. Providing better customer service from the get-go is better than trying to do damage-control later on.

Applying a knowledge base allows your employees to quickly access information. This enables them to respond to clients quickly and correctly. A customer knowledge base is also possible, giving the customer the power to get the information they’re looking for themselves.

Portals elevate the customer experience by giving customers the ability to edit and change services themselves, alleviating the customer service team. Apps give customers the same amount of accessibility but are only successful if they enhance the customer experience.

Having an incident and ticket management system in place creates an easy and rapid process when resolving issues and responding to clients. Quicker turnaround times will keep customers satisfied and make using or buying your service or product easier.