In the eyes of a typical customer, a company and its support are always available. They can always leave a message, for example by leaving a post on Face book and they also expect an answer. It doesn't matter that the customer asked the question from a gas station, in the middle of the night while waiting for their car to refuel. If a contact option is available on the website, they will expect an answer. The growing number of mobile users (more than desktop now!) opens up new avenues for marketers to reach a wider audience. However, it also leads to new support difficulties for companies.
The typical company’s perspective can be quite different. The management sees their support channels as several separate entities. Normally, phone is accessible only during the day and offer ‘leave a message’ options during the night. Other channels like email help desk or social media are used to collect enquiries 24/7 but those enquiries are answered only when the agents are in the office.
From their point of view, customer service is available at different times, on different channels to a different degree. This difference in perspective can lead to a poor customer experience. The customer, who is now returning home from the gas run, will soon check their Facebook inbox for a return message. The message, in fact won’t come until next morning because the company haven’t assigned anyone to social media channels. Even if the company offers overnight support using a channel like live chat, it wouldn't matter because the customer may not know about it or he may prefer to use Facebook.
It needs to reorganize its support to be more like what the customer expects it to be. And it can achieve that by going for the multi-channel customer service approach. Here’s what you need to know about multi-channel customer service to make it work for your company. Discover strategies and solutions on how to provide unified support using the Synconics multi-channel help desk. Configure your Synconics help desk to manage all platforms and make sure you are available when your customers need you.
Synconics Help Desk provide support by Email support(Multiple emails/categories), Social Media Support, Chat, and Phone support, an Embeddable Widget/Contact Form on your website, and streamlining all incoming support requests.
Ticketing system centralizes the channel for receiving IT service requests via an interactive Web portal. IT teams can benefit from avoiding the use of disparate sources such as chat, phone, email and in-person discussions for customer communication. Free help desk software also converts inbound service requests via email into help desk tickets in the ticketing system.
While there has been massive development of multiple channels of communication between customer and organizations, the core channel is still regarded as e-mail. With no cap on the number of mailboxes, access to all your accounts on a single help desk is possible.
Every ticket can be categorized, prioritized and automatically assigned to the required team. Collaboration between teams on the tickets ensures that multiple agents aren't attending the same customer.
A sizable percentage of the consumers expect on call support. Integrating other modes of communication with the traditional call is important.It also helps in keeping track of case history, responses given and the progress achieved in solving the query.
For integrating queries received by calls, they are converted into digital tickets providing a common platform for monitoring and integrating.
With increasing access to internet facilities, chat is becoming a popular option to avail live support. Our integrated chat option allows the chat box to be positioned anywhere on the help-desk allowing convenient access. All chats are instantaneously archived, making it possible to convert chats into tickets for further follow-up.
Social Media integration
With the expanding presence of organizations across multiple social media platforms, its essential for organizations to integrate queries, complaints and issues raised from platforms like Facebook, Twitter, LinkedIn, Messenger, Google+, YouTube etc. Instead of replying on multiple accounts, the help desk integrates all platforms into a single help desk increases efficiency.
Customer Web Portal
There are tons of users on Facebook and it has the best ad targeting of any site. Despite talk that Facebook’s reach is waning, it’s pretty clear people love the site more than ever—70% of Facebook users in the U.S. log into Facebook on a daily basis, compared with 59% on Instagram, 38% on Twitter, 27% on Pinterest, and 22% on LinkedIn.