The days when a customer could reach out to companies only by phone or in person are long gone.
An infographic on Avaya’s blog highlights how technology has opened the door for consumers to reach out to businesses in multiple ways. And many are taking advantage of all these options.
Businesses need to make sure that they’re communicating with customers in the manner they prefer. Leveraging mobile applications and social media should be a key part of your integrated customer care plan.
For field services companies, giving their customers multiple channels in which to engage with doesn’t need to be a costly exercise. Most modern service management software is designed to work over the web and mobile devices. It’s also compatible with Office products and uses standard email protocols to notify customers.
So, how are customers connecting with businesses these days? Well, 60 percent say they continually change their contact method, depending on what they’re doing and where they are.
For example, 43 percent of customers would rather deal with organizations over the Internet, unless they need support advice. Then they’ll call the company on the phone.
The infographic on Avaya notes that 51 percent of people trust online forums more than a company’s website. Younger consumers are the most likely to rely on networking sites.
And 56 percent of customers who use social media sites to interact with a business say they feel a stronger connection.
Ignore these customer experience trends at your own peril. Technology and social media can have a big impact on any company’s brand.
Source: Avaya, October 2012