August 06
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4 reasons customers prefer contact centers
You may have read that call centers are beginning to take a back seat to contact centers, where customers and prospects can interact across a wide array of communication modes. Today we’re discussing four big reasons customers prefer contact centers.
As a reminder, contact centers offer customers a variety of communication channels: voice, email, text, chat box, social media, and others.
- New generations are very familiar with non-voice communication channels and may prefer these channels over voice. People now are accustomed to using non-voice channels for most of their personal and business communications needs. Voice has become a secondary method, at best, for many users.
- Self-service has become the norm. Customers have become accustomed to self-service options that require no interaction and are available on-demand.
- Social media has become an important channel of customer interaction. This is a particularly important issue. People use social media for communication with business, not just their friends. They expect a response. Ignoring activity on these channels creates considerable marketing and branding risks.
- Freedom to choose. Customers now have many options for communication and they expect to have the freedom to choose. As ever, good marketers know that you need to meet customers where they are ‒ you can bet your competitors will make sure they are there in your place.
