Omni- and multichannel support is all the rage with companies today. Put simply, the term refers to using a customer’s preferred communication platforms, whether email, text, telephone, web portal, or beyond, to provide a seamless and expedient customer experience.
Edwards Answering Service has been offering such convenience for years.
Here are just three ways our team leverages multichannel support to make our clients – and their customers – smile:
- Efficient emails: Many clients opt to receive their messages and voicemail via recordings sent to a designated email address – or a group of email addresses – on a preset schedule. Messages can be delivered any time of the day or week, depending on your needs. At Edwards, security is paramount. All correspondences are sent from one dedicated email address, so clients always know the communication is legitimate. Working closely with the IT company, partner vendors, and HIPAA compliance advisors, we conduct timely reviews to assess our safeguards and backup services.
- Triumphant texts: So many clients and their customers prefer the speed and convenience of texting. From receipt confirmation to relaying special instructions, texting allows for quick, accurate communication that cuts through the clutter and doesn’t present a series of automated hoops to jump through. Secure text messaging – initially devised for the protection of private health information (PHI) in medical settings – has also proven to provide peace of mind for commercial and professional industries.
- Practical portals: An online web portal gives customers round-the-clock convenience. Manage your on-call schedules and review the messages taken by your answering service whenever you can, from wherever you happen to be via an Internet-connected computer or mobile device.
Edwards Answering Service has never stopped innovating since opening our doors back in 1954.
Our virtual PBX services allow for the backup of all call information, ensuring information is never lost, while our database management abilities make certain your customers continue to receive consummate care, even when you’re not handling their info in-house.
Our multichannel support meets your customers’ many needs while seamlessly integrating email, Internet, mobile messaging, and more. Of course, there’s also always the reassuring, and knowledgeable, presence of a trained Edwards agent on the other end of the line whenever one of your callers is in need.