Again the dynamic, fast-paced, wild and informative #custserv chat on Twitter this week is bringing me here to see if I can sort through an issue in a slightly lower gear. If you’ve ever participated in these chats on Tuesday nights, you know the speed at which the tweets fly by; allowing for a mere dusting of the issues.
The title of this weeks chat was “Interacting with your Customer: Text? Voice? Video?”. As you might expect with a title like that, this topic could have gone, and did go, in many directions. Eric Jacques, in his reflection here, argues that the tools you use should be the last thing on your mind with respect your service delivery model. That’s a whole other related but separate topic. And, worth the read.
I boiled down this issue in my mind into three buckets that I’ve outlined in the clip below. By the way, that’s the way my mind works. I think in threes. Good tactic when organizing thoughts for presentations or writing. Try it. My bonus gift to you.
The addition of multiple channels of communication will continue to increase both the number and complexity
I don’ think there is necessarily a right or wrong answer to the channel strategy question. In my mind, it’s a matter of selecting a strategy, committing to it and building your execution capabilities to support that strategy; a strategy that has the main goal of enhancing the customer experience.
Your thoughts?
