Open Up and Give Them a Choice
It’s been said (in this blog, in fact) that a lot of companies nowadays offer multiple ways for clients to reach them. A pharmacy’s order taking facility, for instance, may go beyond the usual telephone system and offer email, live chat, or even “order via Twitter”.
If you’re still not convinced that this would be good for your business, why not stop and think for a moment how opening up those channels can draw more customers.
A busy tone on your order taking service hotline, for instance, means that there’s one person trying to get through, but can’t. A customer waiting for a reply to her order sent via email, meanwhile, translates to a client hoping to order.
Giving customers alternative ways of order, however, means that they can use either live chat, email, Facebook, or the phone. The choice can either stem from necessity—usingTwitter if the telephone is busy, for example. Or, doing so because it’s convenient (ordering via Facebook, as it’s what they’re doing at the moment). It is always that there is a customer call center managing customers anytime of the day.
So give customers a choice when placing their orders. It’s good for business.
