by James Townsend 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
From James Townsend, vice president of Sylogist, thoughts on digital transformation, marketing automation, customer relationship management, Power Apps , Microsoft Dynamics 365, government contracting, customer service and more.