Omnichannel customer service is becoming more and more common these days. More and more companies want to serve their customers not just by phone, but also for example by e-mail, chat service or social media.
Nevertheless, omnichannel customer service also poses challenges for businesses, and it can be tempting to concentrate all customer contacts in a single channel. However, there are many advantages to omnichannel solutions. In this article, we explain the benefits of omnichannel customer service and why it pays to invest in omnichannel services.
Why is omnichannel customer service worthwhile?
Availability
Omnichannel customer service makes your business more available, wherever and whenever you need it. The channels support one other and facilitate contact in the evening, at night or on weekends. If the call centre is not open, customers can send an email or chat with a chatbot on the website, for example.
Omnichannel customer service improves your company’s availability regardless of time and place.
If a company only offers a service on certain days or at certain times, and only by phone, the customer may switch to a faster service elsewhere. Can your company afford not to serve interested customers?
Accessibility
Serving in many channels means that more customers are able to contact the company in a way that suits them.
For example, the telephone is a valuable means of contact for those who are less comfortable with the internet. By offering multiple contact channels, you can make sure that all your customers have easy access to the service.
More trade
Different customer service channels have different strengths, and customers prefer different channels in different situations.
People often prefer to use the phone when they need a quick answer to a question, while email allows them to send attachments, for example in case of complaints. Customers can use customer service chat boxes to ask quick questions when shopping online. On social media, customers can give feedback or react to your company’s advertisements.
Omnichannel customer service lets you to stay in closer contact with your customer at different stages of the buying journey. When customers always get their questions answered, they stay with you and don’t move to another provider. This creates new opportunities for building a positive customer experience, engaging the customer and ultimately making more sales.
Better customer experience
Today’s customers expect to receive service regardless of time and place, and a telephone service that’s open during office hours alone is no longer enough. By providing omnichannel, easy-to-reach customer service, you cultivate a positive image and engage your customers.
Contact Center customer service system supports omnichannel customer service
Implementing omnichannel customer service can be difficult if customer service resources are limited. When messages flood in from multiple channels, response times can be long and customer information can get lost in silos between different service channels.
Implementing omnichannel customer service can be difficult if customer service resources are limited. When messages flood in from multiple channels, response times can be long and customer information can get lost in silos between different service channels.
The solution for the effective implementation of omnichannel customer service is the Line Carrier Contact Center customer service system. The cloud-based Contact Center app integrates all customer service channels into one easy-to-use view and ensures that every customer gets value for money.
Contact Center software solves many problems:
- No more siloing of customer data over different service channels
- No unanswered contact attempts when everyone connects to the same app, regardless of channel
- Easier data transfer between customer service agents – data is retained even if the customer service agent changes
- Customers can be served regardless of location – from the office, at home or even at from a holiday cottage
- No heavy installation or special equipment – a computer or mobile device and headphones is all that’s needed
- Cost savings, as accurate information on the number and quality of contacts enables more efficient customer service work
- Integrations enable real-time export of customer data to CRM and ticketing systems
Find out more about Line Carrier Contact Center here:
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