BEDFORD, Mass., Oct. 22, 2012 (GLOBE NEWSWIRE) -- Cross-channel customer communications is now a reality, with mobile growth significantly scaling the number of customer touch-points. As a result, companies are increasingly grappling with evolving best practices across their customer interactions while striving to respond to consumer demand for cross-channel care, recognizing that perceptions at every touch point are critical to protecting brand value. Companies that leverage the mobile device to communicate more proactively across multiple channels will be rewarded with loyalty, revenue growth, and long-term customer satisfaction.
According to a recent Forrester report, it is imperative to provide cross-channel customer service in the way that customers want to receive it. In the 12 months prior to the survey, 68% of customers used the phone, 60% used help or frequently asked questions (FAQs), 54% used email, 37% used chat, 20% used SMS and 19% used Twitter (Forrester Research, Inc., Transform The Contact Center For Customer Service Excellence, June 2012). Customer service agents supporting these channels need access to the same information in order to ensure consistent service.
SoundBite's Proactive Customer Care Solutions transform contact centers into multi-channel interaction centers to enable customer service excellence. Proactive customer service provides important opportunities for engagement, especially as consumers increasingly demand more real-time, self-service options from their mobile devices. SoundBite's customer care solutions suite includes cross-channel:
- Product Recalls
- Welcome Messages
- Data Capture