New Year. New Challenges and New Solutions!

Friday, December 9th, 2016

As we all prepare to wave goodbye to 2016, it may be a good time to look ahead to 2017 and perhaps prepare for one or two of the challenges that may arise.

As a provider of contact centre services, Birmingham’s mplcontact have noticed that social media channels are playing an even greater role in allowing consumers to voice both their complaints and sometimes even their appreciation for the companies that serve them. In fact, there is little doubt that omni channel customer service levels are now expected by today’s consumer.

More Socially Orientated Customer Service

It follows that in 2017 and beyond, ‘social customer service’ strategies will no longer be an optional extra. Aside from the more traditional social channels, it is also important to consider some of the newer messaging Apps too, such as Facebook’s “Messenger”. Although there are a plethora of other ‘freestanding’ messaging Apps (such as “WhatsApp”) which other tech savvy customers may be using, in the short term it is probably more important for businesses to focus on providing a service that at least acknowledges one the market leading platforms.

A Personalised Customer Experience

With customers’ expectations forever increasing, the rewards will be there for those businesses that can then meet their own customer’s expectations. Those businesses that can capture relevant data and then harness it appropriately (with the aim of providing a more personalised customer experience) are likely to see the benefits. Of course, good old fashioned service counts too!

If you would like some more help with your inbound contact centre services, just call one of the team at mplcontact Sutton Coldfield, Birmingham on 0800 0186009 today or alternatively click HERE and we will be delighted to hear from you.

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Our Property Division manages such a diverse portfolio that no one call is ever the same. The mplcontact agents support our in-house team.

Stuart Auger | Midlands Co-operative Society