What’s the Best Channel for Communicating With Customers? Part 2
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Al Rose
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Texting and Mobile Support
Texting and mobile apps are the next 'paradigm shift' to consider in customer service. The benefits of the mobile channel for customers include the following:
- flexibility: People can ask questions whenever, wherever and however they like.
- affordability: Many consumers have unlimited text messages or large data packages as part of their mobile contract, making this a preferred channel for them.
The difficulty of mobile as a customer service channel arises when the question or answer is too long or complex for texting or mobile apps to handle. Gently moving the customer to a more suitable communication channel and/or platform is critical in this situation.
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Al Rose
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