Offering multi-channel service is a win-win situation
Posted 06-10-2011 in Latest industry news
Organisations that invest in multiple service channels are not only improving customer satisfaction, but can also make significant long-term cost savings, according to a study by Sword Ciboodle.
Examples cited include National Rail Enquiries, which reduced operational costs fourfold by dealing with 80 per cent of enquires through web self-service, and HomeDepot which solved 8500 customer issues via Twitter.
The report also deduced that businesses who try to save money by restricting customer channels to purely telephone routinely fail to reach cost saving expectations, and are in danger losing customers to other, multi-channel, organisations.
"Investment in a multi-channel strategy is a clear benefit to both customers and businesses, leading to reduced transaction costs, improved reputation increased customer satisfaction and greater customer loyalty," says Mitch Lieberman of Sword Ciboodle.
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