How can you provide a seamless experience across contact channels?

3 Empower your agents and customers

The third step to providing a seamless experience across contact channels is to empower your agents and customers with the right skills, knowledge, and resources to communicate effectively and efficiently. This means training your agents on how to use different contact channels and tools, how to switch between them smoothly, and how to handle complex or escalated issues. It also means providing your customers with easy access to self-service options, FAQs, chatbots, and other support resources that can answer their common questions and issues. You can use tools like learning management systems, knowledge bases, AI, and automation to empower your agents and customers and improve their experience.

5 Communicate clearly and consistently

The fifth step to providing a seamless experience across contact channels is to communicate clearly and consistently with your customers and set their expectations and standards for each channel. This means using a consistent tone, voice, and style across different channels and maintaining a professional and friendly attitude. It also means informing your customers about your availability, response time, escalation process, and follow-up actions for each channel and keeping them updated on the status of their issues. You can use tools like templates, scripts, notifications, and feedback forms to communicate clearly and consistently with your customers and build trust and rapport.

6 Test and learn from your customers

The sixth step to providing a seamless experience across contact channels is to test and learn from your customers and involve them in your decision-making and improvement process. This means soliciting and listening to their feedback, suggestions, and complaints and using them to evaluate and enhance your contact channels and tools. It also means experimenting with new channels, tools, and strategies and measuring their effectiveness and impact on customer experience. You can use tools like A/B testing, user testing, focus groups, and surveys to test and learn from your customers and create a customer-centric culture.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?