Master the Multichannel Tango

Customer resolution typically occurs on three time scales: interactively in real time, in nightly batches and during infrequent merge/purge runs. In real time, your contact center team or your Web site always should ask unknown buyers, “Is this your first time ordering from us?” And if so, try to match them against the database. Real-time phone resolution is powerful and certain, because you can confirm the match with the customer. “Mr. Smith, our system seems to show your old address in Somerville. Can you confirm that previous street address? Thanks. I’ll update your address now.”