When looking to engage your customers into your brand, you might face countless number of challenges because customers are spoilt with alternatives. Here, the call centers come to your rescue and can help you in gaining the client’s attention. But eventually, even the call centers these days are facing several challenges to flatter their customers. The agents can not rely on the traditional methods, where they would only be available on phone. Millennial customers are multichannel users, they expect the call centers to interact with them on their own platform, in whichever they are habituated to. Email, mobile, social and web are their new podiums. So, call centers have to adapt the Gen Y methods to bring customer’s focus. They need to upgrade their technologies and tools to keep pace with the customer’s expectations.
But only using current and latest tools is not enough for call centers, they even have to adapt more strategies to provide proactive services to their customers even before they approach you. Customers are more likely to do business with companies, which makes maximum efforts. According to a research, 58% of Americans perform online research about the products and services that they are considering to purchase. So, in order to provide exceptional service to your clients, the agent should proactively approach them, even before they seek help.
Here is an infographic that highlights the current customer service trends that a business should address: