Multi-Channel Support
Meet your customers where they interact with your brand.
Transparent BPO’s chat, email, text, and social media support offloads the responsibility of dealing with the challenges of multi-channel support.
Your customers are using the phone for customer service less and less. Instead, they are relying on 21st-century technology to provide answers quickly, in real-time. That’s why your organization needs to offer webchat, email, SMS/text messaging, and social media support.
Webchat & email
Bring your website to the next level. Many companies use web chat services to enhance their customer service channels. Others like to offer sales help when a customer is purchasing a product online. No matter your need, we’re here to help. Whether you want to use canned or free-form responses, we’ll make sure your customers get the assistance they need.
Text messaging/SMS
A growing segment of your customers — up to 80% according to one survey — is looking to connect with you via text messaging for quick answers to questions and resolutions to problems. Your ability to offer real-time service and support will not only increase customer satisfaction but also build loyalty to your brand.
Whether supporting a purchase process, confirming appointments, or providing customer service, we will support your brand message and integrate with your other channels to avoid siloing the customer experience.
Social media support
Your customers rely on social media for more than simply networking but as a service and support channel as well. The statistics speak for themselves:
- One in three social media users would rather have social media customer care services than telephone or email;
- 75% of people will likely post something positive about your brand if you make meaningful social media connections;
- If you give a positive social media customer service experience, 71% of your consumers will likely recommend your brand to others;
- Customers will spend 20-40% more if you engage and respond to them through social media;
- About 67% of consumers are seeking resolutions for issues through Twitter, Facebook, and other social media networks.
All too often, brands hand off social media engagement to marketing, which, typically, has no customer service and support process in place. We have processes for all customer care interactions, and our experienced agents know how to connect with customers beyond the limits of a scripted response.
Social media is important to your brand, so you want to make sure you are replying promptly, taking every interaction seriously, and responding consistently across all channels — Facebook, Twitter, Instagram, YouTube, Amazon, or wherever your customers interact.
Don’t entrust social media customer service to the marketing department. Let us deliver a consistent customer experience integrated within your multi-channel customer strategy.
Transparent isn’t just a word; it’s how we build relationships.
Discover what our open model, passionate culture, people over policy, and out-of-the-box approach can do for your business.
1-800-276-5140