Category Archives: Multichannel

Give Your Customers The Channels They Want!

Welcome to C3’s Industry Insight blog series inspired by articles and comment on the web.

In this blog, our Marketing Manager Natasha Rutterford takes a closer look at the importance of tailoring communication channels to your customers.


It should come as no surprise to hear customers have preferences when it comes to communication.

The availability or otherwise of preferred contact methods makes a difference to everything from customer satisfaction to repeat purchases and  revenues.

Despite this clear evidence, it’s surprising how many companies either limit the channels on offer or have them working in discrete ‘silos’. 

 

The classic example of this is Social Media, which straddles the divide between customer service and Marketing/ PR in a rather awkward fashion, allowing some customer contacts to ‘fall through the cracks’.

If a client has made fruitless complaints via Twitter or Facebook and then have to call a contact centre, they are likely to question your brand commitment to customers (and whether they want to be one of them!)

A well-organised, joined-up approach, however, turns irate consumers into advocates and champions of your organisation.

Think about what contact channels you currently offer your clients. Are they centralised or fragmented? Do you know who is accountable for different interactions via each format?

We are operating in a multi-channel world and brands ignore this at their peril!

Continue reading Give Your Customers The Channels They Want!

C3 upgrades Contact platform to help call centre clients improve customer service

Computer telephony specialist C3 has enhanced its popular multi-channel platform Contact with increased and improved reporting options.
The latest roll-out from the Cambridge-based company includes detailed metrics to ensure greater visibility of Interactive Voice Response (IVR) queuing and offers managers a better overview of customer queueing experiences.

The granular reporting allows for in-depth analysis of performance and behaviour and provides an opportunity to improve customer service and satisfaction.
Since its initial release, C3’s contact centre platform has proved popular with users in industries as diverse as higher education and virtual services.
Key to its success has been the ability to scale, starting with small deployments and growing to accommodate user demand.

C3Contact_Flat_Small

Continue reading C3 upgrades Contact platform to help call centre clients improve customer service

Improve your customer service with Multi-Channel communications

Improve your customer service with Multi-Channel communications

Think multi-channel is nothing more than a trendy buzzword or technical fad? Think again!

Correctly deployed multi-channel can enhance your customer service, improve customer relations and facilitate long-standing relations.

Continue reading Improve your customer service with Multi-Channel communications

C3’s customer engagement software

The clearing process is more pressurised than ever before with Universities looking to fill their last percentage of course places in order to secure fee income.  Many institutions are hoping that clearing will become less of a frenetic last chance saloon and more of a measured late application process, but these are still late applications that need to be dealt with promptly and professionally with competition among institutions fierce.

Continue reading C3’s customer engagement software

C3 to attend UCISA Edinburgh conference

C3 are pleased to be exhibiting at the annual UCISA Conference in March (EICC, Edinburgh 18-20 March) where we will be demonstrating applications from our Customer Engagement suite of products.

C3’s core platform and associated applications are all infrastructure agnostic, supporting TDM and SIP simultaneously. This means that leading edge technology can be deployed on legacy infrastructure (extending the life of the PBX) and simply migrated across to the IP network, with no disruption to end user services. Continue reading C3 to attend UCISA Edinburgh conference

Make a success of clearing and student engagement with C3

With the cap on student numbers soon to be lifted, many institutions are hoping that Clearing will become less of a frenetic last chance saloon, and more of a measured late application process. But these are still late applications that need to be dealt with promptly and professionally. In order to secure fee income, student recruitment targets need to be met. But competition is fierce.

Continue reading Make a success of clearing and student engagement with C3