Many brands have experienced an increase in customer service interactions in the past year and a half because shops have been (partly) closed for a while due to covid-19 regulations. Emile Stappaerts, Client Partner at Sound of Data: “Questions that are generally asked in stores, now ended up with customer service. We also saw that industries like travel also experienced an increase. Holidays abroad haven’t been possible for a while or have been more complicated due to everchanging regulations, and this raises questions.”
All these questions end up with customer service through various channels. Just one or two don’t suffice anymore. Telephony, email, Instagram, Facebook, Messenger, Snapchat, WhatsApp, chatbot, etc. Wherever your customer is, that’s where your brand is. “Providing different support channels makes it easier for your customers to contact you because you’re available on the channel they prefer. Does that mean you have to be present on every possible channel? No, definitely not. You should pick the channels your customers are most active on and make sure these channels are integrated”, says Serge van Driel, Technical Consultant at Sound of Data.