It irritates customers when they have to repeat their details to every agent, the menu is confusing, the system fails during the line, put on hold for long, switch their agents, their queries are not answered in real-time. They expect a smoother experience, or else they are more likely to switch to a competitor. Almost 80% of customers do that after a bad customer experience.
But today, offering exceptional customer experience has become a matter of concern as customers communicate round-the-clock across multiple channels varying from the web to social media. Customers want to be answered on their preferred channel. However, it is often difficult for brands to keep up with it. If not done, 40% of customers will drop the business.
Don’t worry. This is when omnichannel customer support comes into play.
What Is Omnichannel Customer Support?
Whether your customers are approaching you via phone, email, social media, live chat, or any other channel, omnichannel customer support integrates all the brand’s communication channels and allows customers to connect seamlessly.
It enables you to interact with your customers across different channels using a single platform and provide support whenever & wherever they need it. You can cater to their specific needs, interests, and preferences easily.
Why Should Your Business Adopt Omnichannel Customer Support Service?
You must be wondering how it helps a business. Well, omnichannel customer support service benefits your business in numerous ways. Let’s look at how.
Increases Your Team’s Productivity
On days when there is an ocean of customer requests to handle across different channels, agents often lose their calm and get frustrated. As a result, neither the customers are addressed properly, nor the work is done.
Omnichannel customer support instantly doubles your team’s efficiency and capacity to handle customer issues. They no longer need to waste time toggling between different platforms. Your team can handle issues across all the channels using a single platform. That way, they get more time to perform other activities.
Provides Seamless & Personalized Customer Experience
Integrating the Omnichannel model allows your business to provide seamless and tailored customer experiences. Using an omnichannel strategy, you can collect all the customer data spread out across different channels and keep track of the entire customer journey. You get all the information of customers in hand, which helps you provide tailored solutions.
Omnichannel customer support also helps to reduce costs. Wondering how? Most of the customer issues can be resolved through automation without any human involvement. Which in turn helps you save the cost of hiring and training the employees for customer support.
Delivers Fast Responses To Customers
Happy customers are the best advocates. But how can you make your customers happy? Offering top-notch products and services is not enough. Delivering quick support to your customers is another way to make them happy. The faster you respond, the greater the customer satisfaction.
Quick response makes the customers feel heard. Using omnichannel customer support, you can provide immediate assistance, answer customer queries within seconds and decrease the response time across all the channels. You can be available whenever & wherever they need you.
Boosts Customer Retention Rate
Positive customer experience and quick responses build brand loyalty and develop trust between your customers. Not just this, with omnichannel customer support, you can fetch the customer history & data within minutes without the need of the customer to retell the story all over again. All this makes customers stick by your side and boost customer retention.
As stated above, omnichannel customer support helps you retain customers. This, in turn, accelerates your sales and overall revenue. Repeat customers are likely to spend 35% more than first-time buyers and ten times more than one-time buyers. So imagine how much your sales would increase by retaining the customers.
You no longer need to invest time to analyze the data of each channel separately. With omnichannel software, you get comprehensive data of all the channels. You receive regular reports directly to your inbox.
To reap all the benefits mentioned above for your business, start offering omnichannel customer support today!
If you don’t know where to start from, you can outsource it to us! At FBSPL, we provide you with a dedicated team to handle customer interaction across different channels such as social media, email, phone, etc. Whether you own a restaurant, logistics company, or any other business, we can provide optimum support to every business type. Contact us today!