Gone are the days when the contact center meant having a customer call a 1-800 number or send an email if they have a product question or concern. Nowadays, the shape of the contact center is one that meets the needs of the 24-7 consumer and in order to do that successfully it all comes down to training.
Smartphones, tablets, and social media sites such as Facebook and Twitter not only have transformed the way consumers shop but they have also changed the face of the contact center. It’s no longer a world of customer representatives but now a world of universal agents.
When it comes to successfully creating a social media presence for your brand, consumer interaction is key. Unfortunately, as this infographic from Reach Local points out, not every fan or follower engages the same exact way. Check out the seven most popular social media fans and the best ways to engage with them.
We are all groupies to specific products we purchase or fans of brands we love, so why not help others? Needle, a fan-based chat recruits fans of a particular brand … Continue Reading →
With technology constantly changing, the way consumers find coupons online and the way they utilize creative ways to save money has changed too, according to this infographic by the Daily Infographic. The infographic shows how consumers can find coupons online through the use of email alerts, social media, mobile coupons and the use of live chat.
Meeting the needs of the “me” generation, the new normal of retailing according to JLL Retail.
Shoppers want a site to be highly optimized, they want shipping to be fast, and now they want immediate interaction with the contact center. This is why it is more important than ever for your site to offer live chat.
Is your contact center ready to go mobile? With smartphone use continually growing, more and more shoppers are going to look for a mobile ready contact center.
Customer service is key when it comes to boosting sales, customer engagement and satisfaction. Let’s face it; a happy customer is a buying customer.
The contact center as we know it will change drastically in the next few years as shoppers become more reliant on email, social media, and mobile but retailers will still need to offer the human touch.