There has been a lot of chatter recently on multichannel customer service and never has multichannel service been so important nor the payoff to business more obvious.  Consider:

  • 73% of consumers would pay more for a better customer service
  • Companies that rate higher than their competitors as measured by the American Customer Satisfaction Index have market caps up to double their industry peers
  • Nearly 70% of companies don’t monitor interactions (think of all the people now on Twitter, LinkedIn, and other social communities)
  • One in four of displeased customers will share bad experiences socially
  • 77% of consumers use more than one channel when seeking customer service
  • Only 3% of companies manage customers across channels
  • Tri-channels shoppers spend up to 70% more

The facts are clear, people want much better customer service across all the channels they use, while most companies are still handling service interactions through a separate silo for each channel.   Customers are on all channels and are hungry for one conversation tailored to them.  Younger consumers do more Web browsing on their smart phones than they do on computers.  Mobile app downloads will explode to nearly 77 billion by 2014 from 11 billion in 2010, yet most apps don’t integrate true customer service capability – typically customers are asked to leave the app to call the company and end up in a standard IVR that has no insight into anything they’ve been doing, leaving the customer starting the whole process all over.  Web, Web chat, mobile, social, phone…all channels are separate, making it a cumbersome and disjointed customer experience.  The siloed solutions on the market haven’t, don’t, and won’t cut it.

Yet even with the explosion in multichannel communication, most companies have not evolved and are stuck in old, inflexible infrastructures that contrast with the great multichannel experience consumers are clamoring for.  How is it that even the smartest companies got stuck here? While consumers jump into new technologies at warp speed, companies often react at a snails pace.  They don’t adapt until they have a problem and need to catch up. And often, they are dealing with each channel reactively on a one-by-one basis instead of seeing each as another channel to be integrated into a great customer experience. They are also often limited by outdated and inflexible hardware contact center solutions or siloed point solutions.

Once companies lay a flexible foundation with a universal queue that integrates these new channels and leverages routing that is channel and skills-aware, they will then be able to approach service from a holistic, customer-first manner. In today’s marketplace, with an increasingly sophisticated consumer with greater control of conversations within their channels of choice, failing to adapt to this new reality will swiftly undercut a company’s business growth.

As they demand more, today’s customers are turning to businesses who can deliver multichannel service as one customer-focused conversation.  These businesses will partner with customer service innovators like Genesys that have taken a customer-centric approach focused on multichannel conversations to finally make the Holy Grail of a great multichannel experience a reality.  A new conversation has come to your customers.  Will your business be part of it?

Want to learn more about how your business can solve the multichannel customer care challenge? Click here to get your free business whitepaper.