‘Whats’ and ‘Whys’ of Omnichannel Support


Customer savviness and their never-ending demands have become a major reason for companies to become more customer-centric. Companies are doing everything to make themselves available to their customers. But they often struggle to implement a service strategy that truly meets their customer’s requirements. They need to incorporate a strategy that can drive customer satisfaction and retention every time. And this requires an omnichannel customer support strategy.

Omnichannel customer experience brings your brand closer to your customers. It also helps to get a deeper understanding about their problems. It is one of the most reliable ways to engage your customers by using your products or services and retaining them. The current introduction of omnichannel is “providing multiple channels of and for communication.”

As businesses are opting for Omnichannel customer support, the core definition of it has expanded. And this is exactly what we are going to talk about in this article. We will talk about omnichannel experiences and their significance in a broader aspect. We will also discuss the benefits and some real-time tips and strategies to serve a seamless omnichannel experience.

What Does Omnichannel Mean in a Larger Context?

An authentic omnichannel experience means providing seamless transitions from one channel to another. For example, if the customer wants to switch channels, they don’t have to start from scratch and provide all their information again. The transition from one channel to another should be hassle-free for both customers and agents. 

We have talked about all the “whats” about omnichannel customer support. Now let us dig into the “whys.” Below are some benefits of serving an omnichannel experience:

Benefits of Omnichannel Customer Support

  • Improves customer satisfaction and retention rate
  • Gives multiple options to customers for interacting with the business
  • Lets businesses cater to broad audiences
  • Improves the sales and all online and offline related experiences
  • Improves the quality of customer data
  • Allows you to collect more relevant data
  • Provides convenience to the customers, that increases the lifetime value of a customer
  • Prevents agent collision
  • Helps to drive consistent resolution 
  • Helps agents to deliver a consistent experience across all channels

Now that you know the benefits, you might want to go for omnichannel support for your business. For that, here are two prime tips to remember while creating an omnichannel presence for your business:

Tips to Create Omnichannel Support

  1. Extend Your Support to Every Channel Possible

The first step in creating your omnichannel strategy is to create your presence across all channels. Especially on those channels that your customers demand or your audience is highly active on. This includes creating your presence on the website, Facebook, Twitter, LinkedIn, Instagram, etc. 

  1. Use an Omnichannel Customer Support Software

You may be wondering how to satisfy your customers’ high expectations. But it is possible if you integrate an omnichannel solution into your customer support. An omnichannel support software comes with inbuilt functionalities. This helps you to manage all the channels from a single interface.

Through an omnichannel support software with roles and permissions defined, you can harness seamless support. You just need to define roles and permissions through an omnichannel approach. Customers need the flexibility to start any process on a laptop and then complete it on their mobile phones. So, if you are not providing this comfort to switch between devices, then chances are you can lose many potential customers.

With a multichannel approach, you cannot share context and customer history across channels. But with the Omnichannel approach, you can bring multiple channels together. You can also convert the queries from any channel into the form of tickets.

Omnichannel support software provides your customers a fully integrated and unified customer support experience with your brand across various channels and devices. And, now that you have built your presence on all channels, you will require to focus more on providing a good customer experience and less on channels. Because the whole point of installing omnichannel support is to deliver a consistently good experience to your customers. The quality of support should be the same regardless of the channel. You just need to train your agents to answer and manage queries through all the channels.

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