Integrated Customer Engagement

Technology is changing every day and only getting better, and what’s amazing is how people are taking advantage of these new tools. Businesses are now handling transactions online and consumers like it.

If you have never tried chat for your customer service or sales, you may want to consider it as a viable option, especially if you are like me and are too busy to wait on hold for endless hours. With chat you can help your customers at any time and just about any place. Now if you are a forward thinker and like to be on the cutting edge, your company should also be looking into Twitter as a viable option to help consumers.

Some companies have a twitter handle, yet only use it for pushing content out which is one direction and not as much value to a consumer who has a problem.

Some companies have gone a step ahead to employ people whose work is to respond to posts that are made on the website of the company as well as the social media pages such as Facebook and Twitter.

Recent statistics show that Twitter is becoming more popular by consumers who want help or have something to say. As an experienced business person, it would be a good choice if you have not already, to establish a twitter customer care solution where the customers can be engaged on their preferred channel.

If a customer has a question they can ask questions and get responses in real time. It is important to note that communication should be conversational with the brand and that no question can go unanswered.

Chat customer service is also important as it also helps to improve the extent to which you serve you customers. Make sure that the one using the chat to communicate with the customers is good at chat etiquette to avoid losing customers. Chat etiquette is where one is able to deliver messages in a polite manner and avoid using tone that can raise issues from the customers.

This blog was first published on LinkedIN

By |2016-06-16T10:02:59-06:00June 16, 2016|Blog, Customer Experience|0 Comments


Jim Iyoob is the Chief Customer Officer for Etech Global Services. He has responsibility for Etech’s strategy, marketing, business development, IT, program implementation, operational excellence, and product development across all Etech’s existing lines of business – Etech, Etech Insights, ETS & Etech Social Media Solutions. He is passionate, driven, and an energetic business leader with a strong desire to remain ahead of the curve in outsourcing solutions and service delivery.

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