Monday, January 15th, 2018
In the business world where transactions are conducted directly between a company and consumers who are the end-users of its products or services (otherwise known as “B2C”), customer satisfaction is everything.
Allowing your customer to connect with your organisation over the largest possible array of communication channels is of paramount importance. With the proliferation of technology channels now available, it is easier than ever for customers to make informed decisions as to who will receive their custom, and it is easier than ever to switch provider if they feel their needs are not being met.
Whilst bringing in new customers is usually at the forefront of any marketing strategy, keeping existing ones is just as important and often more cost effective. Successfully managing customer engagement can help with both the retention of existing customers and the recruitment of new ones.
As technology continues to evolve, new communication channels are arriving on a regular basis. The connection between business and customer has become significantly deeper, with increased use of mobile devices to accomplish day to day tasks such as shopping, appointment making and banking. As such, customer engagement management is now something all businesses should be reviewing and investing in.
Not long ago there were a handful of ways for a consumer to contact a business: telephone, fax (remember fax machines?) and good old “snail mail”. Today, there are now also a plethora of social media channels and online messaging services, as well as texting/SMS and of course email. Consequently, keeping track of these constant, disparate and unstructured data flows is pretty much impossible without using some sort of customer engagement management system.
Such systems can be expensive and require regular updates, but there is an alternative.
If your business is fighting a losing battle as technological goal posts continue to move without warning, mplcontact Sutton Coldfield can help to develop a relevant outsourced contact centre management strategy for customer engagement using our in-house team.
Speak to us here at mplcontact Sutton Coldfield, Birmingham on 0800 0186009 or alternatively click HERE and one of our team will be delighted to discuss what we can do to help.