Keeping a customer in the waiting line for a longer duration is the last thing any business would want to do. If facts are to be faced then customers find themselves hating a brand that keeps them waiting, or takes time to resolve their issues.
Customer experience management has always been a sensitive subject for companies. With the rise in the number of platforms, customers want companies to be available on all of them. Customers may reach out to get their queries resolved or seek general information.
Businesses grow only if they integrate the communication happening across different channels and leverage it to grow in the industry.
Supporting multichannel communication is a beginning. The graph goes up after a business potentially leverages it in its favor. Here are a few omnichannel factors that you can leverage to grow by strategizing your company’s customer experience.
Customers look for two things while interacting with a company: Quicker availability and faster resolutions. Omnichannel offers both by integrating their communication at one place. This is majorly done through omnichannel software solutions.
Communication happens across various channels. The most common ones include chats, emails, phone calls, and social media posts. The chances of things going in the wrong direction are higher. A customer who has communicated his or her problem through, say, social media would not want to repeat the sentences again. He or she would skip many points to avoid repetition.
You can integrate the communication by getting it all at one access point. A customer who has already shared the problem would only need to mention the relevant id for you to review the already shared issue.
Backed By Context
The omnichannel method is backed by high context, which means that an issue reported at one channel is now available at a commonplace. This improves the quality of how a customer engages with the company.
Instead of having a heated argument with the representative, customers remain calm to understand the resolution in a better manner. Omnichannel deals a lot with centralizing the data of all the customers. This simple idea serves huge benefits to both you and the customer. Customers don’t have to repeat their issues and all your teams have access to the issue faced by the customer.
E-Commerce firms leverage this in a better way. Every team, including the tech team, can give out basic information about how a customer can track his or her order. The same would have caused a disgusting experience if data were decentralized.
Offering customer service across all the channels built a good image of the company. It increases the customer base along with helping a company to retain its existing customers. Using social media or emails to merely promote the brand hurts the image. Keeping the windows open for customers to convey their issues makes your company a brand.
You can simply design a program specific to issue resolution over social media. Programs like omnichannel customer engagement solutions can be dedicated to record the issue and compile it at the central location. Customers experience good service from the company. They go on to spread positive words about their experience. Your customer base increases.
Moreover, potential customers who follow you on social media notice such acts of kindness. Comments are publicly available and they can be read by anyone. A potential customer often joins your portfolio after he or she comes across various comments where you have successfully provided a resolution or taken the conversation forward with the customer.
Improved Data Collection
With a lot of controversies going around, it is important to understand what kind of data collection is being referred to in this article. Companies identify customers through their registered ids or phone numbers. It is essential to collect such data to access their profile from the backend and review the recent status.
The profile is accessed by nearly every department like Technical, Logistics, and Billing, to name a few. It is important to centralize only the important data so that no department has to invest a lot of time in finding the information that is relevant to them. You can assign a customer a case number that he or she can mention after connecting with the helpline. This would enable the team to identify and access the relevant information.
This is real-time data that can be utilized to generate helpful reports. For example, a case number related to the technical team can help you to understand how many technical issues are being faced by the customers.
High Satisfaction Rate
Omnichannel removes all the hurdles for a customer. The customer can reach out to the company through any channel of his or her preference. The issue would be resolved even if the customer tries to get an update through another channel.
Deploying an omnichannel CX solution helps a company to leave a lasting impression on its customers. The convenience of having to report the issue at one channel and getting its status through another channel makes a customer happy. Customers may not have access to their phones to make a call and hence, they may get in touch with you via email. If unresolved till night, then customers would prefer to call your company to get the update.
Customers find it satisfactory if the issue is tracked and they are updated with the status accordingly.
Having an in-house team to look after the ways to leverage omnichannel may be difficult considering the amount of money that is required to be invested in just training every member. In such a case, you can look for a business process outsourcing company to assist you in strategizing your customer experience by leveraging omnichannel.