The customer rarely uses just one channel for contact. He or she prefers to be able to contact you at any time through any medium. That might be phone, e-mail, live chat or social media, and often a combination of these media. It frequently happens that a call is preceded or followed by a message on social media.
Every customer contact affects customer satisfaction, and thus future sales, so all the more reason to organise this professionally. An additional factor is that messages, particularly on social media, have a tendency to spread rapidly. For most organisations it is impossible to answer all customer contacts quickly and properly. Let alone in cases of different time zones or different languages.
Better customer contact, anytime and anywhere
HMS can communicate with your customers via multiple channels. This way your customers will always have the idea that they are in direct contact with your organisation. The result is an optimal customer experience. Meanwhile, you can view all the information and contacts with customers with one push on the button. This way you can always keep up with your customers.
Better image of customers
All contacts made by the customer with your company are integrally saved. You have direct insight in the customer’s history, which you can then use as a basis to make instant decisions. The notorious complainer, for example, is recognised immediately, but so is the promising prospect.
By continuously monitoring all customer contacts, you can acquire a lot of information. You can identify business opportunities and gather and exploit market information, such as trends, questions and the experiences of target groups. This data can be of great use to you if you want to base the nature, timing or target of a campaign on solid facts. It is all valuable input for outbound telemarketing, increasing the chances of success.
HMS is better at exploiting opportunities in all channels
HMS employees can easily identify the core issue behind the question (or complaint) of your customers. They know how to respond in a way that ensures immediate success. The result? Improved customer satisfaction and possibly additional sales opportunities. All our employees are competent in each separate communication channel, and know the appropriate tone of voice and manner for these channels.