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Our multi-channel strategies improve your customers’ experiences

Every customer is different, and every customer has a preferred way of being contacted and a preferred way of contacting you. For many organisations who do not have the expertise, infrastructure or resources to provide a full suite of contact channels, this can create a problem. Too often, these companies fall back on default methods of contact regardless of their effectiveness, and this can lower customer satisfaction in a climate of rising customer expectations, especially around speed and convenience.

Full multi-channel communications

We can recommend which channels to use in different circumstances to improve effectiveness. We can then recommend when to switch channels. By offering a multi-channel communications mix, backed by the technology to maximise timing and effectiveness, Echo increases the reach of your messages and improves your customer engagement.

Helping customers self-serve

Our expertise in building self-serve platforms enables the increasing numbers of customers who want to self-serve to do so. With expertise in joining up this self-serve provision with live contact handling – where human intervention is needed – we can then fulfil this live contact with different channels, both digital and traditional. Even when using self-serve, customer interactions feed back into the same CRM system to give a single view of your customer.


Did you know? One in five consumers use social media to communicate with companies.


Customer Contact & Engagement in the Knowledge centre

Blog

Five ways to manage frustrated customers in the utility sector

Dealing with frustrated customers is a common challenge for customer service teams. Whether it’s higher-than-expected bills, service disruptions, or a…

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News

Echo Managed Services strengthens its service with a new head of billing and collections

We are delighted to have appointed Lee Hugill to this important role to help our water sector clients.

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Case Study

The Tower of London Remembers. Echo Delivers

Discover how Echo successfully met sudden surges in demand, handling 93,000 calls for 888,246 ceramic poppies with empathy and understanding,…

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Research & Resources

Retaining Customers in a World of Choice

This 24 page consumer research report looks at switching attitudes, behaviours and frustrations across a range of sectors including energy,…

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Learn more about our multi-channel expertise

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