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Up-to-date customer service for info marketers means different things to different people. These days, many customers would rather text. Older people still like to pick up the phone and talk to a “real person.”  Knowing which channels of communication to offer and which to avoid in order to satisfy your particular target market has become MUCH more important than ever before.

Mariann McDonagh posted on E-Marketing and Commerce this week, saying, “… consider this: 63 percent of U.S. adults indicated that brands that don’t offer options for communication other than the 1-800 number seem outdated.

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Up-To-Date Customer Service For Info Marketers

Since when was being outdated a preferred brand attribute? Today, offering a variety of communication channels in addition to a 1-800 number isn’t a nice to have, it’s a must.

In addition, 86 percent of U.S. adults expect brands to offer flexible timing and multiple options to interact with customer service. Flexible and multiple customer service options should be a given. Customers expect service to be designed to meet their needs. After all, it is customer service!”

This is truly stunning information for any marketer, and should help us all grasp the fact that every customer wants to communicate WHEN and HOW she pleases.  If she doesn’t have that option, she’ll move on.  24/7 customer service is becoming an expectation now, along with a variety of options for communicating, including live chat.

Right or wrong, people at work can carry on live chats with customer service on their desktops and it doesn’t interfere with the workplace the way a phone call does.

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Information Marketing

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