Think back over the past month. How many different ways did you connect with your friends and family? You called, emailed and maybe even wrote a letter—but in addition to these communication staples of the 20th Century, you also texted, used social media apps on your phone and tapped into chat platforms on your computer, tablet or smartphone.
Thanks to the evolution of technology, the ways people reach out in their personal lives have multiplied. Organizations need to recognize that—when given a choice—consumers are doing more than dialing digits to communicate, and options for customer engagement should reflect this reality. As observed by Troy Mills of Walgreens in a recent Call Center IQ story:
“I think the biggest transformation for call centers is just the fact that customers are interacting with us on multiple channels, and that the number of interactions is just continuing to increase. So we’re seeing more interactions, we’re seeing them across different channels, and our customers are expecting us to interact with them how they want to.”
Despite volumes, interaction types and consumer expectations expanding, only 30% of organizations are capable of serving customers in their preferred channels or seamlessly communicating information across contact channels, according to Call Center IQ’s Multi-Channel Customer Management Report. With quotes from additional leaders of reputable brands, the Call Center IQ article stresses the importance of a multi-channel customer experience—and Enacomm couldn’t agree more.
4Cast™, Enacomm’s customer relationship management suite, communicates in all available modes, based on each customer’s unique preferences. From IVR messages to SMS texts, it presents the customer with unified data and appropriate, intelligent messaging, even allowing live interaction that is guided by 4Cast™. In the financial industry, for example, it also keeps tellers, CSRs and personal bankers in the loop, providing information to them in real-time that reflects all channels, which is particularly important for fraud prevention.
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Give us a call at 877-860-0025 or send us an email at email@example.com to learn how we can help your organization deliver a top-notch customer service experience with personalized, multi-modal interactions.