It’s Time to Rethink True Multichannel Customer Service

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Your agents are regularly engaging with customers over two or more channels, like voice, email and perhaps live chat or SMS. This is great—it means your department is using a multichannel customer service strategy to ensure that its contact center is easily accessible to customers over their preferred means of communication.

Take a closer look at your multichannel customer service strategy, however, and you’ll find that there may be considerable room for optimization.

Consider this:

Right now, all of the channels your agents are using to communicate with customers are siloed. Phone calls, social media interactions, emails and live chats, for instance, all take place over separate user interfaces. Due to the fact that your communications channels are siloed, your agents are limited in what they are able to accomplish as they can only manage a select number of channels at a time.  

A better approach to multichannel customer service, which you can find with Bright Pattern’s leading contact center software, is to blend all of the channels together into a single customer service hub.

With the Bright Pattern approach to multichannel customer service, agents can access their email inbox, talk to customers over the phone, reply to SMS inquiries, and engage with customers over both social media and video.

Best of all, this strategy provides managers with the real-time visibility to maximize agent productivity. Managers can use the Bright Pattern platform, for instance, to see when agent call queues slow down, and then ensure that agents are fielding service requests over other channels.

With these points in mind, it’s time to take your multichannel service strategy up a level. Your agents are already working across multiple channels. The next step is to unify these channels into a centralized communications and reporting hub.

To learn more about how Bright Pattern can help, click here.

Darren Prine

About Darren Prine

As a Senior Sales Executive with Bright Pattern, I help contact centers improve their customer engagement, customer experience and agent utilization. Contact centers leverage our technology to allow customers to connect via virtually any media channel, device or application. Not only that but but customers/agents can move from one channel to another such as voice to SMS or from chat to voice.

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