Omnichannel support is a customer service model that integrates multiple channels to enable customers to interact with companies in real time. This includes websites and mobile apps, email, phone, social media, chat platforms and search tools.
What makes it different from multichannel support is that omnichannel keeps conversations and context in-sync as customers move between channels. This is crucial for improving customer satisfaction.
Improved Customer Satisfaction
In addition to ensuring customers can reach your support agents anytime, anywhere, an omnichannel customer service strategy also improves customer satisfaction. Customers often get frustrated when they have to repeat themselves across channels, so being able to serve them with consistency will help to boost customer happiness ratings and promote a positive view of your brand.
Omnichannel communication supports all of your customers’ preferred communication methods, including text, email, instant messaging and social media. It seamlessly syncs conversations, files, notes and any other data between all of these different communication platforms so that you have a full picture of customer issues. This means that when customers contact you, your support team will be able to instantly access all relevant information about their previous interactions with the company to provide them with the best possible resolution.
Unlike multichannel support, omnichannel support also allows your agents to have complete context about the customer’s problem when they transfer them from one channel to another. This will reduce the time that it takes to resolve their problems and prevent them from feeling like they’re repeating themselves.
Enhanced Customer Loyalty
Loyal customers help businesses reduce churn and increase sales, revenue, and customer lifetime value (CLV). In today’s fast-paced business environment, it is essential for marketing teams to be able to create and adjust campaigns and promotions in minutes. Modern loyalty platforms are designed to address this need by including convenient marketing portals that allow marketers to view real-time customer engagement data and analytics.
Customers expect to be able to engage with companies whenever and however they want. This means that loyalty points and rewards need to be accessible across all channels, and must also be unified in the shopping cart. Modern loyalty platforms include a suite of digital engagement capabilities, enhanced with gamification, to enable consumers to interact in a variety of ways. These include reacting to campaigns, inviting friends, sharing on social media, writing reviews, and buying for the brand. In addition, these platforms must also support the accurate calculation of rewards and protect companies from loyalty fraud.
Omnichannel support improves the overall customer experience and increases customer satisfaction, which in turn can lead to a stronger relationship between brands and customers. Additionally, a strong customer loyalty program can drive revenue and growth by encouraging repeat purchases, increased referrals, and greater retention. In a world where it is harder and more expensive to attract new customers, the value of loyal customers has never been higher.