Posts Tagged ‘mission-critical tools’

The Importance of Multi-Channel Support

Not that many years ago, customer support meant one thing for most people: picking up the phone and contacting a call center. Times have changed a great deal since then. In this article, we will take a look at some of the ways you can connect with Service Objects, and why this is important.

Why multi-channel support has grown

There are two main reasons that we live in a multi-channel world of customer support. First, customers like you want more touch points than ever with the businesses that serve you. You carry smartphones in your pockets and purses, you use tablets to do business in remote locations, you interact through keyboards and screen shares as well as your voice. And you are busier and want more instant gratification than ever: for example, recent statistics show that customers expect responses to their emails within an hour, and will wait no more than eleven minutes on hold.

Second, technology has changed dramatically in just a few years. Systems for managing customer support relationships used to be large, expensive, and seemingly require a cast of thousands to implement. Today, inexpensive cloud-based technology has made the implementation of any support channel – and, if needed, every channel – a much more seamless experience. So it is easier than ever for firms to offer tools such as chat, email, phone and web-based support.

These trends continue to accelerate, and they affect your business as well as ours. This summary cites figures from the Aberdeen Group showing that implementing multi-channel support nearly triples your rate of customer retention, as well as a Walker survey showing that customer experience will soon overtake even price and product as the key brand differentiator. It is a new world for businesses, where customers are in the driver’s seat more than ever, and better access to support is a critical part of this relationship.

How you can connect with us

As a provider of real-time, mission-critical data validation tools, responsive multi-channel access to our technical professionals is a cornerstone of what we do. Our technical support is available 24/7/365 if needed, with a response time that is normally 15 minutes or less – or even sooner for urgent issues.

This includes telephone support with a goal of zero wait time, online support requests via email or our web portal, and access to us via live chat – right in the lower right-hand corner of any of our web pages. We also are responsive to requests for technical advice, customer service or sales assistance via our contact web page.

In addition to live technical and product support, we also offer a rich set of online resources to our customer community, including the following:

  • Our website (ServiceObjects.com) is a portal for a wealth of company and product information, including live demos of our products, technical and programming documentation, downloadable white paper reports, and much more.
  • A complete set of online developer guides document the implementation and usage of our products for prospects and customers alike.
  • We also offer an extensive series of blog articles on product issues, industry trends and technical advice, searchable by topic – one of which you are reading right now!

We are proud to offer a level of service that has led to best-in-class customer service NPS scores for over five years and counting. Multi-channel support is a big part of this and will continue to be in the future.