Benefits of Omnichannel Customer Support
Omnichannel customer support is the future of business. More and more, customers expect to be able to contact your company through any channel they want, whether it's on a live chat platform or via email. If you don't have this available for them, then you're going to lose out on potential sales.
Your staff will need to invest in special technologies and training to make sure that they are prepared to handle customer needs throughout the complete buying lifecycle. Let's take a look at some of the benefits that your company will enjoy through an omnichannel support system. Read below for some of the benefits that come with implementing omnichannel customer service in your call center today.
Increase in Positive Feedback and Sales
When customers have multiple options for contacting your company, they will likely be more satisfied with their experience overall. This leads to a higher likelihood of future sales, as well as positive word-of-mouth referrals from current and past clients. Multiple contact options are extremely important if you're an online business, as customers will have questions and concerns that need to be addressed immediately. Don't ignore the power of multiple channels. If you're not already, consider implementing omnichannel customer support today!
More Opportunities to Converge on Solutions
When customers are using multiple contact points, it's possible to converge on solutions more quickly than ever before. For example, say you have a client who is experiencing difficulties with their mobile application that is causing the device to crash during use regularly can be resolved by sending them instructions for a hard reset of the device. By consolidating customer support inquiries into one contact point, you are increasing your opportunities "to find that common ground" with customers by solving their problems in ways they were not even aware were possible.
Less Stress for Customers and Employees
Omnichannel customer support means taking the work out of your employees' hands and giving it to automated systems that are capable of managing thousands upon thousands of requests at once. This can be life-changing for those who spend most of their days fielding calls from frustrated customers who would rather scream at a computer than speak to another human being. Delivering excellent service through omnichannel technology allows them to focus on what matters most: providing excellent service.
More Opportunities to go Above and Beyond
Omnichannel customer support means using every available channel at a business’s disposal, from phone calls and live chats to social media platforms and email. One of the best reasons to implement this type of support is because it allows for a more holistic view of individual customers. By combining information from all of their interactions with a company, they can better learn what makes each person unique, thus allowing them to provide better service in the future.
A Faster Experience for Customers
When customers need answers or assistance, they want those answers and that assistance immediately. Implementing omnichannel customer support can streamline experiences by providing resources instantly instead of making customers wait for them. This also has the added benefit of reducing the chance that customers will find information elsewhere instead of waiting for help.
Improved Customer Satisfaction
A study from Bain & Company found customers who had positive contact with a company's support teams were ~33% more likely to recommend that company to others than those whose interactions remained exclusively through other channels. Customers who have received great service using various channels are also much happier and more likely to return in the future. Even if omnichannel support did not improve customer loyalty, improved satisfaction would still be enough justification for its implementation.
Omnichannel customer support is an invaluable part of helping companies build strong relationships with their customers. By providing instant assistance no matter what channel they choose to use, companies can engage with customers at an intimate level that makes them feel valued, satisfied, and happy. Proactive customer support is a powerful tool for assisting customers through their buying decisions while providing valuable feedback to the company that can be used productively in the future.
Omnichannel customer support should not just be about following customers around, using different channels as they are needed. Instead, it should focus on reaching out proactively to offer assistance wherever a customer might need it. By programming, systems to reach across all of a company's digital touchpoints simultaneously and helping customers before problems occur; companies can reduce overhead costs while increasing revenue. With companies responding faster than ever, potential customers will immediately value any help they receive when trying to make purchase decisions.
Boosts Brand Image and Reputation
With omnichannel customer service, you can keep your customers happy in a variety of ways. No matter where they are and what their needs might be, they can reach out to your call center agents immediately. Implementing a live chat feature on your website can be very beneficial, as it allows customers to contact you even when they are away from their computers. Customers feel valuable and important when they're able to interact with your brand in their preferred way of communication - whether that's via email, phone call, or through messaging an agent directly!
More Timely Issues Resolution
Omnichannel customer support is the best way for you to provide timely issues resolution to your customers so that no matter where they are or what is going on in their life at any given moment, they won't have to go more than 24-48 hours without being helped by a knowledgeable and reliable customer service representative. This level of convenience will keep your customers coming back.
Omnichannel helps you retain customers buying something the wrong size? No worries! With a simple chat with an agent or tweet to customer service, your customer can sort out an easy and quick exchange without ever having to stray from their path of browsing your website. The ability for them to engage with you in real-time puts them at ease and they will feel as though your company cares more about them individually than companies that don't have this option available. This kind of support will encourage shoppers to keep buying from you!
Increases Customer Lifetime Value (CLTV)
Remember the saying "the money is in the list"? Well, it's true, especially in today's eCommerce world. Your customer's contact information is valuable and when you know their shopping habits, product preferences, and brand loyalties - that data becomes even more valuable! Keeping your customers happy by delivering speedy help will encourage them to stick with your company for life. They'll become repeat buyers and the likelihood of them telling a friend about you increases which means they are aiding in advertising your products or services for free!
Conclusion
The customer is always right. But don't just take their word for it - listen to what they have to say and act on it! Deliver an omnichannel experience that gives your customers the satisfaction of knowing you are listening, understanding, and delivering a solution tailored specifically to them. Be proactive in resolving any issues before they escalate by providing 24/7 customer support via live chat or phone call. When we work together, our goal is not only increased sales but also long-term relationships that will continue to grow into more opportunities as time goes on. We hope this post has given you some insight into how effective omnichannel customer service can be when done correctly! Ready to give us a try? Let's get started today!
