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Web Events
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Achieving Business Value Through
Multi-Channel Customer Service
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Register now for this FREE live web event. |
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WEDNESDAY OCTOBER 1ST, 2008 • 11:00AM PT / 2:00PM ET |
Multi-channel customer service is here to stay. When it comes to getting help and answers, customers are no longer willing to accept just one or two channels. Today, they take it as a given that they can get service over just about any channel they want. Phone, email, chat, Web self-service, kiosks, IVR, SMS, or in-store visits – all are the expected norm.
Companies are motivated by the ROI multi-channel service can yield as well. Offering multiple ways to contact a company has been shown to increase customer satisfaction and loyalty, and the cost advantages of online channels, such as email and Web self-service, have been well documented.
But for multi-channel service to truly meet the needs of the modern customer, it must do more than simply provide many channels. Too often, each new channel is implemented as a silo, resulting in multi-channel service that is disconnected and inconsistent. True multi-channel service delivers an integrated and seamless experience that is completed in as timely, consistent and effective a manner as possible regardless of channel.
In this webcast, we will discuss the nature of true multi-channel service to explore:
- The business drivers behind multi-channel service
- The components of true multi-channel service
- How true multi-channel service positively impacts ROI
- Examples of how multi-channel solutions have improved customer loyalty and business efficiency
Register for this informative one-hour web-seminar. |
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Editorial Director
CRM magazine |
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Director of eService Product Strategy
KANA Software, Inc. |
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| Reserve quickly — space is limited. Audio is streamed over the Internet, so turn up your computer speakers! |
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