Customer service these days has gone a long way from agents sustaining customers needs through voice calls.
Businesses today are given the opportunity to provide their customers with omnichannel customer service. This has been made possible given today’s availability of the internet and our ever growing tech advancements.
Omnichannel customer service
An omnichannel customer service is a product of our technological breakthroughs. As people become more and more tech-savvy in our present time, they also expect seamless services as they interact with brands.
Organizations with omnichannel customer service have different communication touch points between their customers, possible leads, and product or service providers.
In terms of multiple communication channels, customer service operations are usually via the following:
- Text SMS
- Inbound and outbound calls
- Social media
- Web chat
- Other communication applications
Omnichannel service best practices
The way businesses manage their customer service has drastically changed all throughout the years.
As for businesses with this type of customer service functions, here are few omnichannel best practices to help you improve your customer service:
Good mobile service
You should know by now that you should be also accessible through mobile devices, apart from the web. These days, more and more people search specific products and services through their phones.
It is also most likely that they make their purchases through their mobile devices. Your customers will also expect a speedy and effective mobile engagement on your end.
Improved social media response time
People have become completely hooked on social media now more than ever, this is also why it is now one of the most used customer service tools. Customers expect real-time response in terms of social media engagement.
More so, note that slow responses on social media have a more negative impact on brands than not responding at all.
Self-service
Customers would also prefer if they can solve their problems on their own. In most cases, they would usually search for answers to specific questions or to fix their own issues. Self-service is now a thing in terms of customer service.
This could be possible by providing your customers with a comprehensive FAQS page within your website.
Live chat to enhance your sales
Apart from social media, live chat is also one of the most used types of omnichannel customer service. Being able to offer customer service and support real-time helps mitigate customers’ frustration.
Email as a customer service
A lot of organizations have yet to know that email still works. It is one of the most effective digital marketing strategies that supports customer retention. This also gives you a good opportunity to share your brand’s voice with your customers, and email is a secured platform that people usually trust.
The number one challenge in an omnichannel service is to be able to attend to customers on multiple channels altogether.
Organizations need to utilize a single software system and tools that will enable them to provide customers with excellent customer experience across multiple channels.
