Omnichannel customer service has become quite a popular approach among various businesses. It allows customers to reach and interact seamlessly with businesses via their choice of a communication channel. Today’s customers expect quick and seamless customer service, regardless of the various channels or devices they choose. Therefore, providing multiple communication channels for customer service has become a necessary part of meeting customer expectations. Many companies are already providing multichannel customer engagement support via voice, email, web, etc. As per a report by Harvard Business Review, more than 70% of retail shoppers use multiple communication channels all over the customer journey.
Today’s smart customers want to access businesses and purchase products and services on many channels; they also look for omnichannel service that allows them to reach out to customer care agents via multiple communications channels like phone, email, chat, messaging, etc. The key challenge that most businesses face is to manage multiple channels simultaneously within a single interaction. If not managed properly, it may lead to disorganized communication flow, resulting in frustrated customers. In this blog, you will learn about different ways that businesses can use to deliver omnichannel customer service and gain success in their field. Before jumping onto the effective ways, let’s know what omnichannel customer service is?
Well, omnichannel customer service is a type of service provided by businesses to deliver a flawless customer experience across multiple channels. This is performed by integrating the communication channels within a single system. The key benefit of integrating multiple channels within a single channel is that it allows customer care agents to get an all-inclusive view of their customer’s interactions. This further helps offer the best, efficient, and more effective answers to the customer’s queries without wasting any time.
With omnichannel service, customers can easily connect with a particular business’s customer care service center via their choice of communication channels. Some of the widely used channels for offering customer service and support include:
- SMS Texting
- Live Chat Messaging
- Video Calling
- Social Media Messaging
Omnichannel communication is getting a lot of popularity because it provides a number of options for connecting customers and agents during the customer journey and automatically syncs interactions, notes, documents, or any other additional customer information impeccably across every channel. Based on the requirements, one can switch between channels, devices, and touchpoints during an ongoing conversation or throughout multiple follow-ups. This makes it much easier to switch between channels, touchpoints, and devices as and when required without creating any confusion or delay in addressing the customer’s issues.
In the case of omnichannel customer service, even if a different agent handles the same customer regarding a particular issue, they will know exactly where the interaction left off, where to start, who the customer spoke previously, what was the result of the conversation, and which issue still needs to be handled, etc.
Ways to Provide an Omnichannel Customer Service Experience
Now, as we know what omnichannel customer service is, it is also vital to determine how to deliver such an experience. Here are some of the key ways using which businesses can provide a superior omnichannel customer service experience:
- Provide Self-Service Options: More than 40% of customers prefer using self-service options instead of interacting with a live agent. Self-service options assure instant assistance to the customers while eliminating the long conversations between the agents and customers. It is not only helpful for customers but also for agents. It helps customer service representatives save a lot of their time, which they can utilize in handling and fixing more complex customer service issues. IVR (Interactive Voice Response) service is one of the best examples of customer self-service options. It allows customers to get phone support or take action by entering responses to the questions on their phone’s dial pad. Besides, with omnichannel self-service options, customers can access tutorials, knowledge bases, or user experience support forums on the channel. Customers can also interact with chatbots available on a company’s website to get any support. These automated chatbots use NLP (Natural Language Processing) and Artificial Intelligence (AI) technologies to deliver instant assistance and answers to the customer’s queries.
- Make Use of Analytics and Machine Learning (ML): Using proper analytics and metrics and machine learning (ML) technology can help to enhance omnichannel customer service. These are some of the best ways to get insights into customer behavior and help businesses determine the quality of their customer service. With the help of analytics, businesses can determine the type of channels their customers mostly prefer, overall customer engagement level, types of queries customers usually have, customer demographics, and more. Besides analytics, Machine Learning technology helps bots to work smartly with each interaction. It helps bots to determine which responses have the highest chances of success. Therefore, utilizing Analytics and ML can help businesses to deliver more efficient and effective customer service.
- Offer SMS Texting and Email Service: SMS texting is also a great way to deliver customer support. It facilitates two-way interactions between the agents and customers. Moreover, SMS is a quick and smooth communication service that doesn’t need many follow-ups. It is a cost-effective and convenient option as well. Along with the SMS service, businesses must also not ignore the Email option. Email is still considered an effective communications channel, especially when businesses want to provide personalized service.
So, these are some of the most effective ways that businesses must utilize to provide highly effective and efficient omnichannel service to their customers.