Did you know that those who adopt an omnichannel customer support strategy in their business achieve 91% greater year-over-year customer retention rates versus those who don’t? Consumers value brands that make an effort to give them a seamless experience when interacting with them, and the data proves it.
Nailing customer support doesn’t just involve providing quality service to your buyers, but also following trends that shape the future of this industry. A study by PWC revealed that people are expecting near-perfect execution of omnichannel customer service this 2020 from businesses they transact with.
You may be wondering what “omnichannel” means and if it’s just another buzz word in the customer support landscape. Omnichannel customer support is a seamless communication experience across multiple brand touchpoints, such as social media accounts, email, phone, and in-person conversations.
Let’s differentiate it from “multichannel” customer support. Multichannel is merely offering your customers different platforms that they can use to contact you, like an email address, a Facebook page, and a phone number. However, there is no guarantee that the customer will talk to the same representative who already knows about their concern when following up.
What omnichannel aims to achieve is to dissolve those barriers and get agents up to speed with a customer’s issues, no matter which channel they use.
Just look at the figures: Over 35% of customers want to talk to the same rep on any channel, and 89% get annoyed at having to repeat their concerns each time they follow up. With omnichannel customer support, you can address your consumers’ common pain points and inspire brand loyalty with exemplary service.
Response time is critical in the customer service industry, and it’s the same for omnichannel support. Around 64% of customers expect real-time assistance across all channels.
To ensure that your agents pick up right where a colleague left off with a concern, make sure you have a reliable CRM tool in place. Your CRM should be able to update and list previous interactions with each individual customer.
Self-service options are part of the omnichannel experience, too. Allowing your customers to look up their concerns and solve them on their own is a huge convenience and a coveted touchpoint by many. In fact, 75% of consumers prefer self-service channels like the company’s FAQ or service pages to solve a problem.
Because most of your consumers would like to engage via a mobile device, you want your brand’s touchpoints to be easy to use on a smartphone. In order to engage at the speed of commerce, you’ll need to ensure that your customers will have a smooth experience no matter what app they’re on, or where they are.
The increasingly competitive business landscape urges brands to be smart and think one step ahead of their competitors when it comes to customer retention. Here are tips to help you implement omnichannel customer support for your business:
Studying customer behavior is a crucial first step in understanding what people expect from your brand. Many omnichannel efforts fail due to poor data collection. To remedy this, use tracking software to identify where they are in the buyer’s journey, so you have the necessary information to anticipate their needs.
Use analytics tools, as well, to see information like the pages they visit on your site, the average time they spend there, and channels they frequently use to contact you. This way, you can approach your customers even before they need assistance.
The beauty of omnichannel is the seamless service it provides to your customers. Therefore, ensuring consistency is essential. Whether it’s with your response time or manner of speaking, your customers should be receiving the same kind of professional treatment, no matter what channel they end up using.
This will promote brand loyalty, encouraging your customers to trust your brand and reach out to your team more instead of bottling their frustrations or choosing another business.
Be sure to train and inform your staff about your omnichannel strategy adequately. It will hone their response time, language, and capability in using CRM tools for a seamless experience. It will also put their professionalism and teamwork to the test, as they have to make sure they can hand issues off to fellow colleagues as seamlessly as possible.
Your customers may not know what omnichannel customer support is. It’s your responsibility to educate them and position this as one of your brand’s unique offerings. Always make a list of your customer service portals readily visible, so your customers know where and how to reach you when they need support.
Picking the right tools for your business and prioritizing the convenience of your customers can help your omnichannel support strategy flourish. You may even consider customer support outsourcing to help you achieve your goal quicker and more efficiently.
SuperStaff has the technical know-how to run your business’ omnichannel customer support functions. With experts who understand how customer service is essential to your business, your brand is in capable hands.
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