Single-channel contact center resources are a thing of the past. Today’s customer bases are diverse, and so are their communication needs. To fully engage and satisfy your clients, our multi-channel call center offering opens a wide world of communication possibilities so that our reps are available where and when your customers most need them.
Ameridial offers voice services, click-to-call buttons on websites and social channels, IVR (interactive voice response) customization, virtual queue callback and email response capabilities, plus SMS- and chat-based options. Customer service is not a one-size-fits-all proposition — our multi-channel support solutions can combine any of our offered modalities to ensure your business and all its customers are always best served.
When Ameridial began assisting customers in 1987, outsourced customer service revolved primarily around call centers and telephonic communication. We pride ourselves on having kept pace with the many technological changes experienced in the business world over the past 30 years and are excited that we can help you meet your clients through so many different venues today. Whether you already know the combination of solutions you’d like to engage for your business or you need our expert guidance in crafting the right menu of choices, Ameridial is ready to hit the ground running to answer your customer service needs. Contact us today to begin.
Multi-Channel vs. Omni-Channel Support
You may be tempted to offer every single possible communication channel to your customers in an omni-channel solution. The reality of customer support is that different channels work better for differing businesses, so an omni-channel offering may simply be too broad to be meaningful for your organization. Instead, Ameridial supports multi-channel mixes of options so we can focus our services exactly where your clients prefer to communicate with you. This customization also ensures that you remain in the driver’s seat and can retain certain communications functions in-house if you prefer while empowering us to manage others externally with the level of oversight you are most comfortable employing. Our multi-channel option also ensures you only pay for those services you want and need.
Outsourced Multi-Channel Options from Ameridial
Mix and match between these communication modalities to build and support customer relationships, one interaction at a time.
The number one driver behind our clients coming to Ameridial is telephonic support. The truth is, while all of the other methods of multi-channel call center support are excellent and provide your customers with options, for most people nothing is more effective than speaking with someone when support is needed. There are customers who prefer to call rather than text or do web chat, or other customers who still want to call after one of the other options for support are utilized. That’s why we believe combining voice with any of our other multi-channel call center capabilities gives you an edge. Our comprehensive Inbound and Outbound services work seamlessly with any of the other communication methods we offer, and you will find unlimited potential and value in offering these to your customers!
Lately, there has been a surge in businesses offering chat options for customers needing assistance. It’s so popular, in fact, many companies find it’s second only to phone calls. What better way to be accessible to your customers than having this on-demand feature? Our team can handle a blend of calls and/or incoming messages with ease. You can even have this support 24/7/365 without draining your in-house staff. We can assist with everything from inquiries about your products and services to Tier 1 Technical support. Offer chat (also called web chat or live chat) to your customers and see if this contact option is preferred for them – it has proven to be a useful tool for many brands.
Streamline your customer’s experience by having the Ameridial team assist with written correspondence. Our email solutions range from a simple response by way of a canned reply to a fully customized response, addressing your customer’s every need. Typically, we can address any service concern your customers have via email the same way we can via telephone. Many of our clients utilize this so they can readily send documents or order confirmations to their customers. We can work within your email solution of choice or house you on ours. You’ll have seamless branding and a quick turnaround time. Email support is a growing channel and an effective way to reinforce your multi-channel call center support options.
Click-to-call is a great integration for any website or social media advertisement. With a simple click, or tap, your potential customers can be on their way to talking to a representative. We can set up support so it’s there 24/7/365 so you never miss connecting with a prospect! We can integrate our systems effortlessly into the needed telephony so you see results quickly. Augment your website or post your ad and benefit from this added support solution!
The function of an IVR (Interactive Voice Response) solution can greatly vary. With it, you can streamline your caller’s experience and get them to the proper representative with responsive routing. The possibilities of this are truly endless and we can build one to your exact specifications. It’s an easy way to become more efficient and save money, too! If you offer multiple products, the IVR can differentiate between them. The Inbound calls can be routed to representatives trained on all (or some) of your products and services depending on their complexity. Meanwhile, the IVR solution has gleaned important caller information, and passes it through to the representative so they can provide assistance without reacquiring the information. This ensures prompt and efficient support.
An IVR works for Outbound calls, too, and is a great way to reach out to your customers. Automated calls can be placed and depending on their selection, consumers can be connected to a representative within seconds. This can be used for appointment scheduling, surveys, event support and more!
Virtual Queue Callback
There’s nothing better than a win-win scenario. If your call volume can be volatile, or you experience an unexpected increase in calls, we can utilize the virtual queue callback option. It gives your callers the ability to opt out of holding at a certain threshold, and they are automatically called back when it is their turn in the queue. This will help you with your service levels and customer satisfaction. It reduces customer abrasion, improves service level, and is easy to implement with messaging you can customize.
Want to engage customers via text messaging? SMS support is another great way to utilize a contact center like Ameridial. Our representatives can indeed be ‘standing by’ to help your customers through a variety of contact methods. Texting/SMS use has never been higher!