Customer service that’s flexible and accommodative is the need for many customers today. Your customers would like to interact with your brand from the platform they’re using and through any gadget of their choice from anywhere.
As a result, your contact center strategy should accommodate channels such as email, chatbots, website, social media, phone calls, and texts, live chats, and in-app chats, among others. To take your contact center to the next level, you may need to deploy a Contact Center as a Service (CCaaS) software model that helps you purchase the technology that your business requires.
With that said, CCaaS can help you have a seamless integration of all channels in customer support cost-effective way while reducing IT requirements as well. To help you out, this article discusses six reasons using omnichannel for your customer service is important:
1. Customer Centricity
The goal of omnichannel customer support is to have a central view of your customers, know their relationships, and maximize their interactions with your business across all available channels. For instance, customers have embraced the cutting-edge technology availed by smartphones. As such, they don’t need to log into a computer to browse the Internet on your website. Rather they would like to do so at the comfort of their phones.
This means that your website ought to be user-friendly, allowing mobile phone users to access it. Every service that is available to computer users has to be accessible to your mobile customers as well. Thus, giving seamless customer service across mobile devices is instrumental in ensuring customer satisfaction.
2. Offers Convenience and Consistency
Time is important for every person, especially consumers who want to solve their everyday problems. Any support that can help them save any minute would be appreciated a lot. Thus, your customers would love to interact with your organization from their preferred channel.
For instance, if your customer is logged onto social media, they shouldn’t need to leave that platform to get the solutions they want. They should be able to reach you through your social media accounts. Besides, your response time should be prompt as it can mean closing a business deal or losing one. Real-time digital communication would give your business mileage.
Moreover, convenience might be influenced by the demographics of your target audience. Some of your customers might be the elderly who may or may not use social media. Most of them may prefer using email as their preferred channel of communication. Thus, it’s best to have multiple channels of responding to inquiries and other business messages.
3. May Improve Your Sales
A well-spread omnichannel exposure of your business increases your customer base. Some customers may never use other channels except the one that they prefer. Therefore, reaching as many customers as you can through the various channels can increase your leads and also the conversion rate. Once your customer is satisfied by the experience, they’re likely to become a repeat customer or a loyal long-time customer. This keeps your sales high.
Moreover, when your customers love the experience, they may become your ambassadors and spread the news of your product. Those on social media can repost your post and attract more potential customers. A testimony of your customers to their friends has the potential to convert them quickly.
4. Personalized Customer Experience
A certain class of your customers may prefer to use several channels at different times or simultaneously, depending on their needs. Thus, they may be willing to do business again with you because of the good experience with omnichannel. In case your customer wasn’t satisfied with a certain channel, there are plenty of other channels that can meet their desire of how they would love to be served.
Even if your products may cost a little higher than your competitors, some customers might be willing to spend on your products because of the personalized experience they get.
5. Agent Collaboration with Other Departments
During customer support, it might be important to communicate effectively with other departments, such as sales, billing, and marketing, to fully attend to the needs of your customers. An omnichannel model like CCaaS with integrations to other apps and departmental information can highly help you involve other departments when necessary.
6. Channel Analysis Through Business Intelligence
With an omnichannel support portal, it’s easy to collect customer feedback. Then, using business intelligence, such as reporting and dashboards, you can carry out an analysis of the different channels in your business. The insights you get may help you see areas needing improvement and areas where there is much traffic to step up your marketing efforts on that platform.
The experience that your customer gets from the customer support department may determine whether they’ll do business with your again or not. Diversify the means through which your customers can reach your business by having an omnichannel software solution. Finally, ensure that your customer experience is par excellence and the benefits outlined in this article are assured in your business.