Customer service automation is evolving rapidly, and I experienced this myself this week. Here is an example of excellent use of multi-channel customer service from SiriusXM Satellite radio. The entire transaction went smoothly even though it switched between four channels. Channel 1: Mail I received a letter telling me that my SiriusXM Satellite Radio subscription was up for renewal, and my credit card would be charged for another year. I no longer owned the car associated with the subscription and had forgotten to cancel it. I called the phone number on the letter. My phone number was associated with the account and used to look up my account information. I was told that to avoid a wait for a customer service rep I could switch to text message (SMS) support. SiriusXM sent a text to my phone number. Channel 2: SMS Text Message The text message told me it was from SiriusXM and asked me to confirm my account number and vehicle information. I was cautioned not to enter this in t
From the vice president of the InfoStrat division of Serenic Software, thoughts on digital transformation, marketing automation, customer relationship management, Microsoft Dynamics 365 (formerly CRM), government contracting, customer service and more. For breaking news, follow me on Twitter @jamestownsend and for more depth see the InfoStrat website at www.infostrat.com