The growing need to develop better avenues for communications and service has become highly indispensable for many companies.
Customer service is an ever-evolving practice that continuously adapts to the pressing needs of many consumers. With the advent of the internet, businesses opened more channels to be reached by their customers.
These multiple channels gave rise to omnichannel support to make personalized customer experience possible for clients. Contrary to common hearsays, multichannel and omnichannel are two different things.
While multichannel provides options as to where consumers can reach a business, omnichannel offers a fully integrated and cohesive customer support across all channels and devices.
Starting to build an omnichannel service won’t be easy, but not if you have an outsourcing partner. Once you hire an external provider, you’ll gain these advantages of outsourcing omnichannel services.
What are omnichannel services?
Omnichannel services provide a full channel integration where conversation history and context travels from one channel to channel—allowing support teams to provide better, more consistent communication journeys for clients.
In a survey, Aspect Software reported that incorporating omnichannel services have a 91% year-over-year customer retention rate compared to brands that do not.
With this number, you might want to consider outsourcing. But if this percentage isn’t enough, we’re here to give you more benefits of outsourcing omnichannel service.
Outsourcing omnichannel services
Outsourcing is a business strategy where services and other resources are farmed out from an external provider. An outsourcing initiative with a provider can involve a range of operations, from staffing to equipment and technology systems.
Consider outsourcing your omnichannel services from a reputable partner. This is so you’ll get to access the finest resources and talents. With outsourced support, your team can help you deliver the best service to your clients.
Advantages of outsourcing omnichannel services
Once you adopt omnichannel services with the help of an outsourcing firm, you’ll gain the following benefits that can give your business a competitive edge.
Seamless customer support
When a customer reaches out for support, regardless of which channel or medium they are using, they would want a fast response.
Omnichannel support allows your team to contextualize the customers’ situation better and come up with the best solution for them.
In an event where customers are shopping for products through your mobile app, they should have the option to contact your support without leaving the app.
Because if you ask them to send you an email or make a phone call instead, this would be very inconvenient for them. Omnichannel offers the convenience of reaching out for support whenever and wherever your clients want to.
Customer-centric approach
One of the main objectives that omnichannel support aims to achieve is to develop a unified understanding towards their concerns.
With omnichannel service, the customer wouldn’t have to repeat themselves and restart their buying process over and over again when their choice of medium changes.
For example, when a customer wants to know the sizing information of a pair of jeans, the agents will be able to see the customer’s profile and their purchase history.
This will help the agent to quickly find the information and the customer would be able to purchase the jeans without going through so many steps.
Lower cost and increased revenue
As you give consistent customer service to your clients, your retention rate would go higher. As your retention rate goes higher, so does your overall revenue.
You might even worry on how expensive it is to set up an omnichannel system. Don’t worry, as your external service provider can take care of your omnichannel equipment and software you need for a more cost-effective pricing.
With this number, the impact of retaining customers and the income boost it can give to your business goes hand-in-hand. You’re basically hitting two birds with one stone!
Sparks agents collaboration
Outsourcing your omnichannel services allows your support teams to improve collaboration between them.
Omnichannel systems can allow agents to loop in other team members in case they are experiencing difficulties. They can even do this without having to leave the current issue they’re working on.
This significantly eases communication lines and workflows by providing agents with full context and history of the customer’s journey to deliver the best customer experience.
Outsource your omnichannel services today
The growing need to develop better avenues for communications and service has become highly indispensable for many companies. That’s why the question of outsourcing omnichannel strategy deserves to be given serious thought.
Delegating your omnichannel strategy to a provider will give you these advantages we’ve mentioned above. Instead of worrying about how your support team can handle your customers’ inquiries, your time will be freed up to tend to your business’ other needs.
Your outsourcing partner will be the ones working in your customer service, leaving you so much time to cater to the other areas of your operations.
