Newsletters
News & Information for Technology Purchasers NewsFactor Sites:       NewsFactor.com     Enterprise Security Today     CRM Daily     Business Report     Sci-Tech Today  
   
Home Enterprise I.T. Cloud Computing Applications Hardware More Topics...
Communications
24/7/365 Network Uptime!
Average Rating:
Rate this article:  
Access To Live Reps Still Essential for Great Service
Access To Live Reps Still Essential for Great Service

By Jennifer LeClaire
August 7, 2013 1:35PM

    Bookmark and Share
Online customers and prospects are quick to abandon purchases and jump to other sites if they don't receive the help they want, when they want it. So, what does that mean for contact centers? Opportunity, if handled just right: opportunity to provide an outstanding customer experience, superior service, and even the opportunity to up-sell.
 



As the field of customer service shifts more from managing customer relationships to managing the customer experience, we are seeing related changes as well regarding how contact centers manage their staffing and systems. To provide an outstanding customer experience, businesses are realizing the critical need for live help and unified communications. In essence, it's about getting back to basics.

In the early '80s, CRM started out with an emphasis on sales and service automation, using CRM systems for comprehensive contact management and consistent sales follow-through. Over time, interactive voice response (IVR), knowledge databases for self-help, and long lists of FAQs have become the norm for customer service. Understandably, companies have tried to reduce costs by replacing reps with automation wherever possible, and hoping that customers could just help themselves.

As it turns out, customers are indeed happy to help themselves, but self-help is not necessarily enough. For most businesses, great service still requires access to live reps.

Increasing Need for Live Help

As consumers spend more time online, the demand for live chat and personal contact is also on the rise. In fact, half of consumers worldwide browse and research products online daily. That's nearly double the number reporting such habits in 2009, according to a recent study by database-pioneer Oracle.

Consumer use of online customer service is also on the rise, Oracle reports, as 50 percent of consumers now use live chat compared with 37 percent using it in 2009. Oracle says live chat is among the three most important features consumers expect to find at a company's website, along with detailed information about products and services, and access to personal account information.

"As consumers frequent online sites more than ever, they expect to engage with companies' customer service representatives while they are there," explained Mike Webster, senior vice president and general manager, Oracle Retail. "Whether the customer visits the company's commerce site or social media page, there must be a clear link to a customer service person that is informed and able to help."

Live Chat Enables Cross-Selling

What does that mean for today's contact centers? According to Michael Misasi, a senior analyst at Mercator Advisory Group, a payments industry consultancy, it means more focus on live chat and email support are needed.

Sharing his input with BankTech.com, Misasi explained, "The call center [or more accurately, the contact center] of the future will have a stronger focus on live chat and email support, which [in the case of banks] could potentially be delivered within a mobile banking application. Inbound phone calls will always be a priority, but banks are having success resolving many of these interactions with automated systems, which are becoming increasingly sophisticated." (continued...)

1  |  2  |  Next Page >

 

Tell Us What You Think
Comment:

Name:



Salesforce.com is the market and technology leader in Software-as-a-Service. Its award-winning CRM solution helps 82,400 customers worldwide manage and share business information over the Internet. Experience CRM success. Click here for a FREE 30-day trial.


 Communications
1.   Verizon Boosts FiOS Upload Speeds
2.   Bell Labs Pushes Copper to 10 Gbps
3.   Silent Circle Offers Roam-Free Plan
4.   U.K. Wants Data Retention Law
5.   T-Mobile Accused of Bogus Fees


advertisement
Verizon Boosts FiOS Upload Speeds
All the better to share videos, photos.
Average Rating:
U.K. Wants Data Retention Law
After citizens right-to-privacy verdict.
Average Rating:
Silent Circle Offers Roam-Free Plan
Takes on Skype, Viber, Google Voice.
Average Rating:
Product Information and Resources for Technology You Can Use To Boost Your Business

Network Security Spotlight
Wall Street Journal Hacked Again
Hacked again. That’s the story at the Wall Street Journal this week as the newspaper reports that the computer systems housing some of its news graphics were breached. Customers not affected -- yet.
 
Dropbox for Business Beefs Up Security
Dropbox is upping its game for business users. The cloud-based storage and sharing company has rolled out new security, search and other features to boost its appeal for businesses.
 
34 European Banks Hit by Android-Skirting Malware
Criminals have been finding gaping holes in Android-based two-factor authentication systems that banks around the world are using. The result: 34 banks in four European countries have been hit.
 

Enterprise Hardware Spotlight
Microsoft Makes Design Central to Its Future
Over the last four years, Microsoft has doubled the number of designers it employs, putting a priority on fashioning devices that work around people's lives -- and that are attractive and cool.
 
Contrary to Report, Lenovo's Staying in Small Windows Tablets
Device maker Lenovo has clarified a report that indicated it is getting out of the small Windows tablet business -- as in the ThinkPad 8 and the 8-inch Miix 2. But the firm said it is not exiting that market.
 
Seagate Unveils Networked Drives for Small Businesses
Seagate is out with five new networked attached storage products aimed at small businesses. The drives are for companies with up to 50 workers, and range in capacity from two to 20 terabytes.
 

Navigation
NewsFactor Network
Home/Top News | Enterprise I.T. | Cloud Computing | Applications | Hardware | Mobile Tech | Big Data | Communications
World Wide Web | Network Security | Data Storage | CRM Systems | Microsoft/Windows | Apple/Mac | Linux/Open Source | Personal Tech
Press Releases
NewsFactor Network Enterprise I.T. Sites
NewsFactor Technology News | Enterprise Security Today | CRM Daily

NewsFactor Business and Innovation Sites
Sci-Tech Today | NewsFactor Business Report

NewsFactor Services
FreeNewsFeed | Free Newsletters

About NewsFactor Network | How To Contact Us | Article Reprints | Careers @ NewsFactor | Services for PR Pros | Top Tech Wire | How To Advertise

Privacy Policy | Terms of Service
© Copyright 2000-2014 NewsFactor Network. All rights reserved. Article rating technology by Blogowogo. Member of Accuserve Ad Network.