Importance of Using Omnichannel Strategy for Your Customer Service

Posted by Maulik Shah on October 13th, 2021

Flexible and accommodative customer service is the need for many customers today. Your customers would prefer to interact with your brand from their choice of platform and through gadgets of their comfort from anywhere.

For accommodating this, your contact center strategy should accommodate channels like:

• Email

• Website

• Chatbot

• Social media

• Texts

• Phone calls

• Live chats

• In-app chats

To take your service contact center to the next level, you may have to deploy an omnichannel support software model that your business requires. With that said, this software can help you have a seamless integration of all channels in customer support in a cost-effective way while reducing IT requirements as well. To help you out, this article discusses six reasons using the omnichannel strategy for your customer service is important

Why Using Omnichannel Strategy is Important for Your Customer Service

1. Customer Centricity

The aim of omnichannel customer support is to:

• Get a central view of all your customers

• Know their relationships

• Maximize their interactions with your business across all available channels 

For example, customers have adopted the cutting-edge technology available by smartphones. So, you can give them the facility through which they do not need to log into a desktop to browse the internet on your website. Instead, provide them with the comfort of their smartphones.

This means that your website requires it to be natively user-friendly by allowing mobile phone users to access it. You need to make every service that is available to computer users to be accessible to your mobile customers as well. This will give seamless customer service across mobile devices ensuring customer satisfaction at the end.

2. Offers Convenience and Consistency

Time is very important for every person, especially for the consumers who want to solve their everyday problems through your website. Any support staff that can help them save any minute would be appreciated a lot. Hence, you should also allow your customers to interact with your support staff from their preferred channel.

For example, if your customer is logged onto social media, they should not have to leave that platform to get the solutions they require. They should be able to reach your company through your social media accounts. Also, try making your response time more prompt. This can mean closing a business deal or losing one. Here, real-time digital communication can give your business mileage.

Moreover, you should give convenience through mediums by keeping the demographics of your target audience in mind. For example, if your brand is selling t-shirts with cool dialogues or quotes from series or movies, then your target audience is youngsters and millennials. And as we know social media is the most used platform by people of these age groups. Thus, promoting your products on social media will help you get engagements. 

And another example can be if your audience is elderly. Then there might be some of your customers who may not use social media. Or there are chances that most of them may prefer using email as their preferred channel of communication. Thus, it is best to have multiple channels for responding to inquiries and other business messages.

3. Improve Your Sales

A well-spread omnichannel exposure of your brand helps to increase your customer base. Reaching as many audiences as you can through the various channels will increase your leads and the conversion rate. Once your customer gets satisfaction from the experience, they are likely to become a loyal long-time customer or repeat customer. This keeps your sales and traffic high. 

Moreover, when your customers would love the experience, they can even become your brand\'s ambassadors and spread the word about your product. They can influence people on social media by reposting your post and attract more potential customers for your brand. A testimony of your customers for their friends is the most potent way to convert and attract more customers quickly.

4. Channel Analysis Through Business Intelligence

By using an omnichannel support portal, it is easy to collect customer feedback. After which you can use business intelligence like dashboards to carry out an analysis of the different channels of your business. Those insights will help you to see areas needing improvement and areas where there is much traffic already to step up your marketing efforts on that respective platform.

The experience that your customer gets from your customer support department determines whether they will make a purchase with you again or not. Start by diversifying the means through which your customers can contact you. For this, you should invest in an omnichannel customer support software solution. Also, ensure that your customer experience is par excellence and nothing less.