No-one likes waiting. Untimely responses to customer queries are one of the hallmarks of poor customer service and precious time wasted. A recent study by the Institute of Customer Service concluded that the UK public waste millions of hours trying to resolve customer support issues from their workplace. This disruption in employee productivity cost employers £28 billion a year. What a pricey commodity time has become.
Jo Causon, Chief Executive of the Institute of Customer Service, said: “There will always be times when employees will have to take time out of their working day to deal with personal issues. However, the responsibility lies with UK organisations to ensure that, as much as possible, problems are prevented at source and customer service interactions are right first time — to protect both the productivity of their own staff, and those interacting with them.”
The concept of serving customers over multiple channels is not new. Consumers are no longer reliant on local businesses to meet their needs with the evolution of the internet alongside portable tech such as laptops, smartphones and tablets.
Many customers call the contact centre simply because that’s what they’re used to, however many would prefer a self-service option if they understood that it saves them time and hassle. Forrester’s latest research shows online self-service to be THE preferred channel for customer service over any other channel including phone and email.
Enter the new challenge for businesses: Creating consistent and seamless customer experiences across multiple channels.
These free guides offer practical advice from improving agent productivity, NPS or CSAT scores, to delivering consistent customer experiences across multiple channels.