Echo Logo

Multi-channel customer contact strategies

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

News

Consumer Intelligence appoints Echo

​Consumer Intelligence enlists the expertise of Bristol-based specialist outsourcer Echo Managed Services to handle its outbound mystery shopper call service...

READ
Blog

PR19: addressing water customer vulnerability

In our latest 'dive in' blog Echo's MD, Nigel Baker, explores how the water sector is supporting customer vulnerabilities...

30 April 2018 by Nigel Baker

READ
Case Study

Echo and Caring Homes: effectively handling new enquiries

Caring Homes – a leading provider of care homes for elderly people in the UK – is working with outsourced customer contact...

READ
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, telecoms,...

READ

Learn more about our multi-channel expertise

Pick up the phone and call us...

0117 344 1500

CALL

...or talk to our live chat representative...

Chat now

Chat now

...or simply email us for a quick response.