We Can’t Hear You! Opening Up New Communication Channels

Ahhh, the big Cs – customers, communication, connection, collaboration, community, creativity, consistency and cloud – these are all words that are being used in our sector to help focus attention on the big issues of our world today.

What’s been noticeable in my recent visits to a number of constantly improving service desks is how they are starting to offer their customers an ever increasing choice of how they communicate with them.

Live chat in particular is becoming increasingly popular, as it’s just like having a conversation but with the ability to fit it in while you’re doing something else at the same time! Perfect for the busy customer juggling their work but needing to get their technology problem or query sorted.

I’d even go as far as to predict that we’ll see more than 50% of service desks offering this capability over the next 2 to 3 years. One of the key benefits is the ability to pitch it somewhere between the potentially more direct and quicker phone response service and the slower email service.

And while we’re on the subject of speeds of various response mechanisms, you will need to make sure you ‘sell’ the options well to your customers so you can set their expectations. If you’d like to make chat your preferred option, make sure customers are incentivised to use it by maybe offering preferential response in the release window, perhaps you could even offer a prize for the most interesting issue resolved by that route!

Customers love to be offered new things like chat, but make sure they understand the benefits and the best ways to use it. And take great care to ensure that you deliver on whatever service level you promise in order to avoid any chance of an unintended banana skin!

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