The opportunity

Technology changed forever the way we communicate with our public (customers, clients ...).

In order to be competitive, your company shall be able to respond to public-originated requests like booking, reservations, payments, claims, and many different kind of inquiries from locating nearest store to asking expected delivery date.

Let's compare three common alternatives in respect to two key factors.

Availability

 Ease / preference

Call Center

High: a phone is usually at hand

Low: Most people hate call centers – long selection procedures and still longer wait queues

Web

Low-Medium: even if a computer is at hand it is not necessarily turned on

Medium-High: If site is well organized it is a question of filling a form

Text (SMS)

High: a phone is usually at hand

High: Most people is used to send text messages