Barton Consulting Group: Are You Using too Many Customer Service Channels?

    LAS VEGAS, NV, June 01, 2015 /24-7PressRelease/ -- In many aspects of business it's important to offer customers choice. Offering choice not only puts the customer in control, but also allows them the chance to be seen as an individual and feel valued as a person, rather than as just a sales figure. However, Barton Consulting Group believe there are certain areas of business where offering multiple services can have disastrous consequences, the most prevalent of which being customer service channels.

About Barton Consulting Group: http://www.bartonconsultingvegas.com/about-us/

The main issue regarding offering multiple customer service channels is that many businesses struggle to provide the same level of service across each channel. Online channels for example are usually difficult to personalize often having limited options for customers to choose from. Telephone helplines have the potential to offer a more personalized service due to the increased level of human interaction, however with an increasing number of businesses failing to offer in-depth training and instead relying on customer service scripts, many operators are unable to provide full customer care and offer personalized solutions to customer problems. Offering multiple customer service channels can also cause frustration among customers as they can often be told different things depending on the channel they use. This can be because each channel is operated by different departments that don't communicate with each other and can result in customers coming away from the experience incredibly confused about what it is they are entitled to.

A recent study has revealed that the confusion caused by multiple customer service channels is a far more common problem than many first thought. Conducted by CX Act and published on the 18th May 2015 by hbr.org, the research found that businesses are aware of the shortfalls of their multichannel approaches with over 60% claiming that customers who use self-service, mobile or social media channels often require follow up telephone communication to clarify their situation and move towards resolution. This has led to many customers feeling disappointed by their experiences through online channels and has caused many to ignore these channels altogether and only use telephone communications when contacting brands.

As a direct marketing firm Barton Consulting Group believe that to provide a consistent customer service experience, businesses must utilize their ability to engage with customers on a face to face, human level. This approach not only nurtures better customer relationships, but will also eliminate the possibility of customers being told differing advice from separate departments of a business. Barton Consulting Group specialize in direct event marketing, representing their clients in the field and meeting with customers face to face. This approach allows the firm to offer each customer they meet a personalized service based on their own individual needs and preferences. The firm also ensure that future communications are followed up by the same representative, which provides customers with a streamlined service from a brand representative who has a thorough understanding of their individual situation and who can provide the most effective solutions to their needs.

Barton Consulting Group is a young, vibrant and dynamic sales and marketing outsourcing solution for clients throughout Nevada. The firm specialize in face-to-face sales and building relationships with customers.

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