The omni-channel era has dawned. Your customers want shopping with you to be convenient, rewarding and ubiquitous. You want customer contact to be efficient, cost-effective and revenue enhancing.
Customers will often use (or would like to use) multiple channels for a single transaction. They may research a product online, look for recommendations on social media sites then make a purchase via their mobile. And they’re also increasingly likely to use social media to share their perceptions and experiences. But customers will still call your contact centre and, when they do, it’ll be important. Their needs are likely to be more complex and their desire for resolution more urgent.
So, you need to provide information, sales and services seamlessly across all of your customers’ preferred communication channels - online, mobile, phone, SMS, mobile web, smartphone apps, and social networks. And of course, you have to do it all at the best possible cost.
So the question isn’t so much whether to adopt new channels, but how to deploy those channels for maximum benefit for your business, your customers and the employees who serve them. After all, it’s a competitive market and if you don’t deliver, your competitors will.
Tall order? Not with Aspect. We can help you compete. Find out more by contacting us today.