The Need For Multi channel BPO Services

Saheb Walia
Jul 21, 2017 · 3 min read

Customer service is extremely important in building your brand and retaining your customers. It also plays a vital role in getting new customers as well due to word of mouth publicity. When your customers are happy with the customer support you provide them, they will stick with you and even recommend your services to their circle of personal and professional contacts. A major part of customer service these days is played by the trend of multichannel customer service.

Today’s customers want to have multiple ways of interacting with your company. They do not want to visit your stores or wait on calls in long queues to talk to a representative. They want to get in touch with you when they want and where they want to. The companies that can provide them this customer service on various platforms are the ones that benefit the most.

Below are some of the common channels where customers want your company to be present and ready to provide customer service -

1. Over the call

2. On your website chat

3. On all popular social media sites

4. Over email

5. Through your mobile app

Live chat has the most important role these days as most people do not want to interact with agents over the phone. Chatting with someone while you are on the company’s website just seems more convenient and it is. Having knowledgeable agents that know how to deal with customer’s issues and know their prior history with the company leads to customers getting a smooth experience.

Social media is where the youth spends most of their time. If your company has products or services that it caters to the youngsters of your community, you need to have a presence on social media and dedicated resources that can answer your customer’s queries on Facebook, Twitter, and other popular social media sites.

An area where some companies are excelling over their competition is providing in-app support. If your business has an app that customers can download and use to stay engaged with your brand, you need to give an option where customers facing challenges can chat with your representatives through the app itself. In-app support is a customer service trend that is soon catching on and is definitely the future of customer service.

A huge challenge that companies face while providing multichannel support is that there is no sharing of customer history with each other. Most companies outsource their customer services to different BPO companies. They will outsource call support to one company and chat support to another. However, if there is no common platform for knowledge sharing, the chat support agent will have no clue what your customer complained about over the call or email, thus leading to customer dissatisfaction.

Along with having a knowledge sharing system, it is better if you outsource your customer support to a company that provides multi channel BPO services so that they alone can handle all your support channels like call, email, live chat, in-app chat and social media.

The future of customer service is in multi channel support and I am sure that over the next few years, these channels will multiply and businesses and BPO companies will need to adjust quickly or be left behind.

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