The good old customer service will not work in this modern world!
Let me tell you Why!
The customer service industry is extremely competitive today. Customers are more demanding and quality conscious than they have been in the past. They also have greater expertise than before and have a reputation for holding firms to high standards.
If you want to remain doing business with your consumers, you need to provide excellent customer service across every communication platform accessible to them. That means Omni-channel and consistent customer service.
To provide a fantastic support experience, there has been a move from traditional medium of communication like phone support to an Omni-channel customer service strategy. Be available to customers across email, web live chat, and phone.
Companies that delivered strong Omni-channel customer service retained 89% of their customers. As a result, it is critical for businesses to make it easy for customers to contact them.
Let us define a ‘channel’ or ‘communication channel’ first. A channel is a medium of communication. For your support efforts, it would be email, social media, telephone, or live web chat on your website.
Omni-channel customer support is a synchronized operational standard in modern customer support. Here, communication channels work together to provide consistent support experience to customers.
“You order a cake on your wife’s birthday from a food ordering app. But you forgot to add a greeting message on the cake. You connect with the customer support via chat with Vikki. She is happy to help but needs verbal authorization to change the order. Immediately, you get a call from Vikki on your phone. You are patched through to the orders department for a quick authorization. Vikki confirms your greeting message and also sends you a beautiful e-greeting for your wife in your email.” - Will you be happy? Better. You will be a fan of their service!
Businesses that adopt an Omni-channel strategy effectively operate as a single medium of communication, providing high-value consumer experiences across all touch points. By combining reactive and digital medium of communication, organizations can have a greater understanding of their customers' lifecycles and conversation histories, allowing them to provide customized service.
Customers aren't concerned about mediums of communication; they're concerned with obtaining an answer to their query or a solution to their problem. They could contact you by voice, your mobile website, or a social networking platform such as Twitter. As more people use mobile devices, the barriers between channels are blurring, and customer expectations for how easy it is to start a conversation in one medium of communication and continue it in another are rising.
For example, a bank customer might be able to check their account balance and transfer funds by text message, similar to how they would do so via IVR or mobile web.
With Omni-channel assistance, customers can begin an activity in one medium of communication and seamlessly transition to another. A Twitter conversation can be continued by text message or phone call, with all relevant context preserved between platforms.
Omni-channel solutions do not require the implementation of every possible medium of communication – for example, after conducting a survey of customer preferences, a business may decide to offer voice, SMS, and social media as service channels – but they do ensure that the service level, responsiveness, and quality of service received on individual channels and across channels are equal.
Benefits of Omni-channel customer support?
1. Your revenue increases with Omni-channel support
Omni-channel support not only helps you keep consumers, but it also boosts your overall revenue. By increasing client retention by as low as 5%, you can increase your revenue by 45 percent to 95 percent. The reason for this is because recurring consumers spend 35% more each transaction than first-time customers, and spend up to ten times more in their lifetime than one-time purchases. As a result, we can understand the importance of customer retention and the influence it may have on your bottom line. Start providing Omni-channel assistance right now to gain all of these advantages for your company.
2. Provide seamless customer support
When a consumer makes an inquiry, regardless of which channel they use, they expect a quick response that requires little effort on their part. Your team will be able to better grasp the situation and come up with the best solution with Omni-channel assistance. If a consumer is shopping for products on your mobile app, for example, they will be able to call assistance without having to leave the app. If you ask them to send you an email or call you, it will be inconvenient for them, and you may lose the business.
3. You'll be able to provide better service to all types of customers
Not every customer will contact your company via email or another method on a regular basis. For example, 63 percent of millennial prefer to have basic customer service questions answered via a live chat widget rather than a traditional channel, and 28 percent of Gen Z have increased their use of in-app messaging, compared to only 12 percent of the 55+ demographic. Regardless of how your clients are segmented, you'll discover that they all have different ways of contacting support. That's why you need to give assistance through a variety of channels so that everyone can get the support they need quickly and easily. All of this, however, must be seamless, which leads us to the next section.
4. Collecting support metrics is easier
It's always crucial to assess your performance across all of the channels you serve, but without Omni-channel support, you'll have to compile all of this information separately. Some of the tools you're utilizing might not have the metrics you need right out of the box. One of the advantages of Omni-channel support is that the platform you choose can compile all of the information in one location. Popular applications such as Freshdesk, CommBox, and a slew of others provide data like CSAT scores, SLA compliance, and even group performance.
5. All of the information about the customers is in one location
Some of the most popular Omni-channel support platforms allow you to connect your different business systems. These include your CRM, e-commerce platform, payment system, and a variety of other items. This means that instead of having all of your customers' data distributed across multiple apps, your agents will have immediate access to everything. If a customer calls in to report a problem with completing a payment, for example, the agent will be able to identify who the consumer is, their contact information, and their location. This also aids in the resolution of the problem we discussed in the previous part, which was the movement of an inquiry from one agent to another.
6. Collaboration among agents has improved
According to the Customer Experience Trends Report, 70 percent of customers want companies to collaborate on their behalf, and 68 percent are irritated when calls are routed between departments. With Omni-channel support, you can increase agent collaboration by allowing them to bring in other team members if they're having problems without having to leave the support request. Internal communication tools such as Slack or email can be used to do this. This greatly simplifies communication and workflows by giving agents more context with which to deliver high-quality support.
7. Consider a more customer-centric strategy
One of the primary goals of Omni-channel support is to provide a single perspective of your customers, understand their relationships, and optimize their interactions across all channels for better customer service. Let's imagine a consumer calls customer service to inquire about the sizing of a pair of pants. The agents will be able to access the customer's profile and purchase history in order to assist the consumer in finding the correct fit for a pair of jeans, which is already a difficult task.
In a properly implemented Omni-channel support. Customer connection is documented through channels such as social media, chat, forums, and webinars.
Companies can obtain a sense of how their consumers' needs vary across different channels when they place these streams of data in a broader perspective, allowing them to adjust their operations accordingly.
If they can't get rapid answers to their questions regarding a product, many customers will abandon an online transaction. Customers like it when businesses appear to value their time.
Agents' time is freed up to undertake training, manage more difficult issues, and give value to the organization by being able to answer to simple concerns via more time-efficient channels (such as live chat, webinars, FAQs, community forum moderation, and more).
This improves their job happiness and makes them feel more empowered and respected, increasing their likelihood of remaining loyal to the company.
When compared to devoting all agent manpower to traditional phone channels, Omni-channel saves time and money. The majority of the operational burden is transferred from agents to technological systems in an Omni-channel strategy.
Customer support that is available across several channels is the way of the future.
Being the center of many customer experiences, live chat has quickly emerged as by far the most favored channel for raising customer happiness and improving their experience.
At Cliffex Customer Happiness, we provide 24x7 Omni-channel customer support across Chat, email or voice to businesses all over the world.
‘Cliffex Customer Happiness’ has extensive experience thinking about customer experience in terms of conversations rather than support staff. Because of our diverse set of services, we are uniquely prepared to integrate self-service and contact center solutions, allowing businesses to smoothly bridge the gap between their customer and themselves.
- Cliffex recommends market leading support systems to always be ready with the information your customers are looking for.
- Rather than following scripts and sounding robotic. We understand business processes. This allows us to listen, act and answer in a natural tone.
- We mandate the use of CRM solutions to understand contextual information about customer needs even before communicating with them.
- We create Knowledge bases and keep product manuals and resources on hand so that we can send them to customers while communicating with them.
- We try to absorb the tone of the brand in our customer service. So that every interaction of your customer is always with the brand YOU and nothing seems out of place.
Customers want their service providers to keep up with them and be ready at all times to assist them. By bridging the gap between on-site and off-site channel experiences, the Omni-channel approach can support you take your customer service efforts to the next level.
Omni-channel customer service is the need for forward-thinking businesses and allows them to provide a nice and honest experience to customers. Strengthening your relationship with them.