If there's a need your customer support structures aren't currently filling, chances are your customers aren't going to be shy about it.
In a business world where dynamics are constantly changing, a customer service arm that's slow to evolve could prove to be a fatal flaw to your business. This doesn't mean a company should neglect the use of a live answering service, especially if they already have one, but a plan that includes enhanced internet services stands to attract more attention to a business and may help it to stay relevant.
Along these lines, CMS Wire brings us the story of Aspect Software's recent survey, which focuses on issues that should spur any companies unsure about their own customer service capabilities to take steps toward more integration. According to this survey's figures, more than 40 percent of customers polled said they would support companies providing customer service through social media channels.
Considering the capabilities of popular platforms like Twitter or Facebook, this really shouldn't come as much of a shock, and neither should the news that more than 60 percent of the responders said they took issue with having to deal with automated systems (a topic this blog has discussed many times).
Online customer services do not immediately equal automation, and businesses should keep in mind the ways they can broaden their reach with such strategies. A high percentage preferred companies with multiple channels of service, and some companies might even be able to double efficiency by finding operators capable of both phone and online responses.
Finding the right combination of customer service systems may take time, but it's worth the investment, and implementing them can be a quick and painless process.