Omnichannel Customer Support

omnichannel customer support

We are in a new age of business. At this age, customers don’t expect you to just do the needful. This is a time where going above and beyond is the norm. One of the ways to go above and beyond is to provide a uniform and seamless customer experience.

According to Accenture’s reports, 89% of consumers experience frustration at having to repeat their questions to multiple customer service reps, which is what makes it necessary to have omnichannel customer support. You need to be where your customer is.

Here are a few things to focus on, to offer better omnichannel customer support:

1. Mobile First

With there being 3.5 billion smartphone users in the world, mobile becomes one of the key elements of an omnichannel strategy. With the addition of hundreds of millions of users in a month, it makes sense for a customer to seek support on their mobile devices too.

According to a study conducted by SuperOffice, 90% of customers stated their customer service experience on mobile was negative and 52% of customers said that a poor mobile experience makes them less inclined to the brand. To improve on this factor, make it easier for your customer to navigate and get support. The top complaint of customers for customer service on a mobile site was “difficult to navigate”.

2. Social Media Response Timing

Social media is considered as an “always-on” platform. There are around 3.81 billion active social media users. According to a study by The Social Habit, around 42% of consumers complaining on social media expect a response time of 60 minutes, and 32% expect a response time of 30 minutes. If you ignore social media communications from your clients or fail to prioritize response speed, you can expect increased churn rates of up to 15% due to customer frustration. Ensure you respond to all social media communications within the first 60 minutes even if you cannot offer a quick resolution.

3. Enable Self Service

A lot of times, a big part of your customer base, 50% according to a Zendesk study, want to resolve their concerns themselves without having to involve your support team. Catering to such customers becomes all the more imperative as they are the ones costing you the least.

To know more about how to deliver seamless and excellent customer service, click here.

4. Leverage tools and technology

Leveraging the right tools can make it easier for your business to provide better omnichannel customer service.

Incorporating chatbots in several places, including your website, mobile app, SMS, and popular messaging channels like Facebook Messenger and WhatsApp, will enable you to provide immediate answers to customers’ routine questions around the clock.

Additionally, you can use platforms that combine your communication channels and gather all incoming customer service requests in a single location. These systems include CRM integrations to incorporate customer profiles, context and interactions into a single view. This way, your agents can provide personalized solutions and recommendations based on customer preferences, history, and behaviour. You can gain data and insights into your team’s performance across channels by consolidating everything into one platform, and you can also identify methods to enhance the customer experience.

5. Build a customer-centric team

One way to build an omnichannel contact center is by hiring people with the right personalities and abilities to comprehend customer needs and respond in an empathetic way. Your onboarding and training materials should cover the complexities and procedures for managing support requests across all of your channels, whether online or offline. People are ultimately what drives your customer service operations. Setting customer-centric goals from the very beginning and implementing them throughout the process is even more important.

Conclusion

Although omnichannel customer service is an excellent choice for both your team and your customers, yet, you don’t have to get started immediately. You’ll have an excellent, smooth procedure in no time if you begin carefully and with deliberate thought.