With countless communication channels to choose from, engaging with your customers via the right method is of the upmost importance. Especially during times of crisis like the current COVID pandemic, customers what to know that you can respond well to pressure and maintain solid communications.
It’s during times of peak pressure that businesses need to look at maximising their use of multiple channels in order to ensure efficiency is maintained. In our research we look at what technology businesses are using to reduce the burden on inbound call centres. As well as, what preferences customers have when they need to get into contact with businesses.
We surveyed businesses to find out their preferences when it comes to communicating with their customers.
Here’s a snapshot of what we found out in our guide Perfecting the Art of Conversation: how businesses are managing increased call volumes
- Our tips for using technology to reduce the burden on inbound call centres
- The importance of utilising a CRM in order to satisfy the customers demand for seamless interactions.
- Which communications channels most businesses are adopting in order to reduce call centre queue times.
- What strategies can you put in place, across all channels to ensure your customers can contact you during times of stress.
*This research was carried out in January 2020, before the COVID-19 pandemic.