In the old days – it was easy. People would walk in if they had an issue and ask a question to a person in the store-front. Sometimes, they would write a letter and send it to the company – hoping for a response within a few weeks.
Then, they started to call, send emails, and now they are tweeting, posting, and vine-ing! It has become – overwhelming…
Unfortunately, most companies build silo’s to address new things like “Facebook or Mobility”, and when they do – they rarely look at the customer service impact/opportunities of these new channels.
This means that more and more consumers are turning to new channels to find support.
At Aria, we have been on the forefront of helping companies build strategies to provide great, integrated, customer support across all channels.
Using your current infrastructure, we can provide new age tools to monitor and interact via these channels: