Customer segmentation will allow you to target specific groups of customers effectively
When it comes to interacting with customer service, your customers will choose the channels with which they are most comfortable and provides them with the best customer experience. Some customers choose to purchase products at a store, and when it comes time to engage with customer service, they may choose to inquire in-person, make a phone call, or even <gasp!> write a letter. Yes, people still write letters. Others may choose to purchase products online, keeping the interaction with customer service all digital and inquire with question via email, live chat, Twitter, or Facebook. There are even those customers that choose to purchase a product online, but prefer the interaction of a phone call with a live customer service representative, or there are those customers that purchase in a store, but prefer to interact with customer service online. Your customers’ customer service needs are diverse, so you need to accommodate.