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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:

 

  • 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”. 

 

  • 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.

 

  • 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. 

Ensure you track all your customer queries and optimize your self-service channel. Ensure your FAQs are comprehensive but easy to navigate.

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