Services
Virtual Offices Virtual Office Features Full Time Spaces Live Receptionist Live Receptionist Features Auto Receptionist Live Web Chat Meeting Spaces Meeting Space Features Coworking Spaces Event Spaces Preferred Locations Marketplace Incorporation Services Search Virtual Office Services Near Me
Avoid the Mistake of Disjointed Customer Service Engagement
There is nothing more frustrating than repeating your account information or personal details during a customer service session with a company. Whether it is moving between service representatives on the phone or moving between channels (e.g., live web chat to phone), these experiences stick out like a sore thumb and are one of the top service irritants for customers.
Until a few years ago, most companies offered only one or two service engagement channels to customers. But with the digital explosion and desire by customers to engage with businesses anytime, anywhere using any device, this no longer the norm. A study by Zendesk finds that almost two-thirds of customers expect to receive real-time assistance regardless of the customer service channel they use—and this number continues to rise.
Multiple Engagement Channel Options
There are benefits for companies that offer multiple engagement options, too. According to a Frost & Sullivan study, those offering omnichannel engagement—telephone, email, and live web chat—time to resolution for customer support issues is faster than those using only phone and email channels. Retention rates increase at the same time, which concurrently improve profitability. Considering that a five percent increase in retention can improve profitability by 75 percent, this is a notable business difference.
Recognizing the business value of omnichannel customer service experiences, companies have rushed to embrace multiple engagement channels. Yet, this hasn’t come without its problems. Integration of the engagement channels is near the top of the list. A study by Econsultancy and found that only 22 percent of companies offer integrated customer service experiences. This number includes large enterprises that run their own contact centers, and thus the percentage for small businesses is most certainly lower.
Integrated Customer Experience Means Business Growth
The business case for creating an integrated customer service model is myriad, but the most important statistic is the fact that customer retention rates skyrocket to 89 percent compared to 33 percent for organizations that lack integration. Startling numbers are also notable from revenue and cost perspectives. Organizations with integrated customer engagement see a 9.5 percent increase in revenue year over year compared to 3.4 percent of those without. Similarly, companies with integrated customer engagement decrease their cost-per-customer interaction by 7.5 percent annually compared to .2 percent for those without integration.
Customers want and expect great customer service experiences. A recent study found that customers are willing to pay up to 30 percent more for great service experiences. And it isn’t mere words; over half of those customers say they paid more for a product over less expensive options in the past six months because of the service. Yet, a study by Econsultancy, found that only 22 percent of companies offer integrated customer service experiences. This number includes large enterprises that run their own contact centers, and thus the percentage for small businesses is most certainly lower.
Multiple Channels + Integration = Great Customer Experience
For small businesses seeking to deploy their own service engagement models, going alone may not be the best choice; the vast majority of solutions small businesses elect to implement are siloed and not cross channel.
The result: customers that transition between each of the channels experience a disjointed interaction, whereby their information and history of interaction does not follow them. They must repeat information and customer service agents retry many of the same troubleshooting measures previously attempted. Not only does this increase support costs and elongate the time required to remediate service issues, but it also directly impacts customer retention and loyalty (viz., advocate or detract).
As an alternative to going it alone, small businesses can look to business communications services providers such as Davinci Virtual Office Solutions that deliver fully integrated engagement experiences, regardless of whether your customers are emailing, talking, texting, or chatting with you. Using scripts, an active database, and technology connections (which are customized to meet the needs of each of Davinci Virtual’s customers), our staff can answer your sales and service calls, emails, texts, and chats, giving your customers a personal touch that makes a lasting impression.
Patrick Spencer, contributing author.

Categories
- Business Marketing
- Business Resources
- Customer Success Stories
- Customer Success Stories: Communications
- Customer Success Stories: Meeting Rooms
- Customer Success Stories: Virtual Office
- Entrepreneur Tools
- Management
- Meeting Rooms
- Virtual News
- Virtual Office
- Virtual Receptionist Services
- Workplace Culture
Subscribe to Our Blog
Archive
- February 2021
- January 2021
- December 2020
- November 2020
- October 2020
- September 2020
- August 2020
- July 2020
- June 2020
- May 2020
- April 2020
- March 2020
- February 2020
- January 2020
- December 2019
- November 2019
- October 2019
- September 2019
- August 2019
- July 2019
- June 2019
- May 2019
- April 2019
- March 2019
- February 2019
- January 2019
- December 2018
- November 2018
- October 2018
- September 2018
- August 2018
- July 2018
- June 2018
- May 2018
- April 2018
- March 2018
- February 2018
- January 2018
- December 2017
- November 2017
- October 2017
- September 2017
- August 2017
- July 2017
- June 2017
- May 2017
- April 2017
- March 2017
- February 2017
- January 2017
- December 2016
- November 2016
- October 2016
- September 2016
- August 2016
- July 2016
- June 2016
- May 2016
- April 2016
- March 2016
- February 2016
- January 2016
- December 2015
- November 2015
- October 2015
- September 2015
- August 2015
- July 2015
- June 2015
- May 2015
- April 2015
- March 2015
- February 2015
- January 2015
- December 2014
- November 2014
- October 2014
- September 2014
- August 2014
- July 2014
- May 2014
- April 2014
- March 2014
- February 2014
- January 2014
- December 2013
- November 2013
- October 2013
- September 2013
- August 2013
- July 2013
- June 2013
- May 2013
- April 2013
- February 2013
- January 2013
- December 2012
- November 2012
- October 2012
- September 2012
- August 2012
- July 2012
- June 2012
- May 2012
- April 2012
- March 2012
- February 2012
- January 2012
- December 2011
- November 2011
- October 2011
- September 2011
- July 2011
- June 2011
- May 2011
- April 2011
- March 2011
- February 2011
- January 2011
- December 2010
- November 2010
- October 2010
- September 2010
- August 2010
- July 2010
- June 2010
- May 2010
- April 2010
- March 2010
- February 2010
- January 2010