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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

Water companies face major challenges to reach high bar set for PR19

Recent results from The Institute of Customer Service's July 2017 UK Customer Satisfaction Index highlight just how far the water industry...

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Blog

Customer Service: the value of the human touch

In our latest blog, Chris Cullen - head of sales and marketing - drops in to look at how technology...

14 June 2017 by Chris Cullen

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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...

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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, telecoms,...

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Learn more about our multi-channel expertise

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