A Multi-Channel Service Environment – Essential to Customer Retention
Customer Service Experience 2 Comments
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In today’s environment, the customer has never been more important - customer satisfaction and retention are critical to any organization’s success, and customer service is essential to that end. The most efficient and successful customer support departments are versatile; providing their customers with a preferred method of support. Today’s customers are tech-savvy and require so much more than simple phone support. Integrated multi-channel service options, such as self-service via knowledgebases and downloads, live chat sessions, mobile applications, and easy issue escalation paths via the Web must be implemented to empower support teams to provide the level of service that customers expect.
This webinar features John Ragsdale, vice president of technology research for the Technology Services Industry Association (TSIA). His area of expertise is in creating strategies for improving the overall customer experience and services operation through technology.
If you missed the webinar, the recorded version is available here. Share your thoughts and continue the discussion here.
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Excellent presnetation. I always expect the 80/20 rule to apply to seminars/webinars – 20% good; 80% OK or worse. This time the rule still applied but completely the obverse: 80% (minimum) excellent; the rest very accepatable! Well done to Parature and Gary for a non-intrusive ’soft sell’. Made me much more interested in Parature than if Gary had offered a hard sell.
I’m interested in Self Help Web solutions. Does Parature provide any native or through integrations with the liks of Softlib Software?
Thanks