And as customer service evolves in customer experience, the expectation for marketers to do more with less is becoming more and more prevalent.
It would seem that as the call centre steps into the future, negotiating change, while maintaining strong revenue generation, is the key to surviving and thriving in an industry that is continuously shifting.
Businesses that can successfully integrate the CRM systems into their contact centre flows will be able to grow their databases at unprecedented speeds.
Your key strategy for balancing the increasing expectations of the customer, with a focus on cost management? Think multichannel.
Self service first
74% of all customer interactions are handled via the voice channel, either totally handled by an agent (74%), or with some IVR assistance (28%). Email and SMS trail closely behind, at 65% and 50% respectively.
It’s clear that although the phone is still the most common point of contact, customers are increasingly looking to other channels for self service.
The introduction of new channels is driving significant net increases in contact volume, making the contact centre a complex, multichannel hub.
Chat and messaging is fast becoming the future of social. It effectively brings together marketing, CRM and automation.
Apps like Facebook’s Business Messenger have the potential to remove much friction from existing CRM channels and, in doing so, unlock new value for businesses.
The beauty of messenger apps are that it only takes a login or mobile message to convert a customer into a contact.
And, in the right context, the immediacy and convenience alone makes it worthwhile for the customer to connect with a business through messenger app.
These two factors could lead to a larger conversion rate when compared to traditional CRM channels.
Potential messaging app conversion opportunities include: