There’s a new breed of customer. They are social, mobile, and always connected. They want answers in context, wherever they are, on every device. Not only do they expect to receive service on the channel of their choice, they expect to receive a consistent experience as they move back and forth between channels.

Today’s consumer values time more than ever and they now demand that finding solutions to their issues be fast and effortless. Each time a customer contacts your company, they expect that every employee will have visibility into all of their past interactions with you.

What Employees Should Know

No matter what department the customer comes in contact with, each employee needs to understand:

• The products or services have they purchased in the past

• Their preferences

• The kind of service level agreement they have

• Their previous issues (if any)

• How and when they contacted you

In the past, organizations asked their customers to provide this type of information every time they switched to a new channel. Not anymore. The customer now anticipates that the context around their situation goes with them when switching amongst channels or agents, so they don’t have to repeat information.

How to Maintain Consistency

One example of keeping consistency is if the customer starts a live chat on your web site and then decides to call into the call center. The customer expects the call center agent to know about the discussion they just had with the chat agent.

A standout feature of a customer engagement platform is its ability to keep context about customers as they are moved across channels, while making each interaction feel personalized. It also gives your business the flexibility to redirect customer requests to the channel that will require minimal effort and where they will see the fastest response time.

Every customer interaction with your company is an opportunity to nurture a relationship with them. As you learn more about your customers and transform your organization to provide the service they expect, you will increase their loyalty and overall satisfaction.

Businesses need to make customer service easier for their customers. Download this free e-book for five ways to make service frictionless for your customers.