- Content Management
- Content Management
- Digital Asset Management
- Document Management
- CRM
- Call Center
- Contact Management
- Customer Relationship Management (CRM)
- Customer Service
- eCommerce
- Lead Management
- Marketing Automation
- Sales Force Automation
- Search Marketing
- ERP
- Accounting
- Enterprise Asset Management (EAM)
- Enterprise Resource Planning (ERP)
- Enterprise Service Automation
- Financial Management
- Product Lifecycle Management (PLM)
- Professional Services Automation
- Supplier Relationship Management (SRM)
- Supply Chain Management
- Warehouse Management
- Human Resources Management
- Human Capital Management
- Performance Management
- IT Management
- Email Security
- Help Desk
- Internet Security
- IT Asset Management
- IT Compliance
PhaseWare, Inc. White Paper
It's a Mad, Mad, Mad Multichannel World! Best Practices for Multichannel Support
Multichannel service, the availability of several communications channels for customer interaction, is fast becoming a de facto standard in customer care. With poor service costing the U.S. economy $83 Billion annually, the successful business finds ways to improve.1 Customers see a company as a whole, no matter which department they deal with. If each area is not integrated with the rest, the customer becomes frustrated and leaves. Organizations that recognize this are increasing spending for email, chat, and web self-service. When implemented correctly, the customer will be able to choose the channel he prefers and enjoy personalized, seamless transitions from channel to channel. The result is increased customer satisfaction and retention with lower support, marketing, and sales costs.
Tags: Customer Service, Help Desk, Customer Support, PhaseWare
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