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.
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