Dear Customer Service Provider,
Heading into the new year, I would like to discuss the type of service I will expect in 2017. I am writing this letter because I am tired of not getting the service and support that I deserve.
First of all, why can’t I communicate with you the way that I want to? The way that fits my lifestyle the best? I am a millennial and I don’t want my only choice of reaching you to be calling into a customer support telephone line and waiting several minutes before being connected with an agent. I want in-app options, and social media channels. I am expecting a more omnichannel approach in 2017. If I can communicate omnichannel with friends and family, calling sometimes and texting other times, I don’t understand why I can’t do that with my service provider as well. In 2017 I want to communicate my way.
Second, I want to be able to move from one media channel to another with the same agent. Just like when I text my friend to hang out and then call him after to discuss the details of the night, I want to be able to switch channels with a customer support representative as well. For example, just yesterday I was on a chat conversation with your support team. It was taking forever and I wanted to finish up the conversation on the phone. The live chat agent told me that I would be reconnected with a different agent and that I would have to start the process all over again. That is crazy! Omnichannel technology exists to make this transition from channel to channel while remaining with the same agent possible, please invest in this technology in 2017 and give me the customer service I am looking for.
Last, please, please, please keep me out of lengthy queues. I don’t want to wait in a queue. Who does? I want you to update process and even automate if necessary to keep me from waiting and wasting my time. Offer me a queue callback, self-service and solutions where I can receive notifications when an agent is available (mobile app, chat, etc.) so I can go about my business until the agent is ready for me.
I understand running a contact center is hard. There are endless KPIs to monitor and most the time contact centers are thought of more as a cost center that a profit center. But, it’s only a cost center when you aren’t providing the customer support that consumers are demanding from you. Customers are going to leave you and move to a competitor if they don’t get the service they need. So, suck it up and invest in the technology necessary to delight customer and we promise to forever be loyal in return!
I’ll even help you out! I heard of this great company providing omnichannel contact center software. They’re called Bright Pattern.
Sincerely,
Your Valued Customer
