Disrupted customer experiences are bad. Agree or not?
Today, the idea of customer support and experiences have far evolved when compared to the early times. Companies strive to deliver superior customer experiences and make them feel important in order to increase sales, improve retention and keep their business afloat.
One of the modern developments in support is to provide customers with omnichannel experiences and that’s what we are about to take a look at here.
What Is Omnichannel Customer Experience?
Omnichannel customer experience, simply put, is providing customers with a seamless, connected experience across all the digital touchpoints of your business.
To put it even simpler, customers can resume their journey/conversation with your business where they left off in one channel and continue the experience on the other. This gives them an uninterrupted journey giving them greater customer experiences.
There are a lot of omnichannel customer service platforms that allow you to connect your support channels and monitor & respond to all your customer queries across channels from one place.
This helps improve agent productivity while delivering great customer support. Here are a couple of articles related to omnichannel customer experience related articles you will find useful,
- Beginner's Guide to Omnichannel Customer Engagement
- The Ultimate Omnichannel Customer Experience Guide
- 10 Easy Ways to Improve Omnichannel Customer Experience
Conclusion
Omnichannel customer experience is increasingly being adopted by businesses to make them stand out from the competition. And it’s only wise that you too start looking to switch to modern support solutions. Because only when your customers are given great experiences do they tend to stick around your business!
A study states that 86% of buyers are willing to pay more to receive a good customer experience.
As each customer interaction is captured, it helps businesses to capitalize on their personalization goals.It is proving to be a game-changer for businesses who want to increase their revenue and customer share—integrating analytics tools and syncing data across channels results in an immediate performance boost.These two reasons are exactly why customer-centric businesses need omnichannel customer support.
All you need to do is follow these steps or check if your businesses follow these practices or not.1.
Take a deep dive into the expectations of today’s customers.START YOUR FREE TRIAL NOW* Use Surveys, Ask Your Existing CustomersOnce you’re done analyzing your customer data, the next step would be to know your existing customers.
Data will give you a broader insight into your customer’s wants, but asking them directly will narrow down your listings.You can send survey forms to your existing customers through email or text messages.
The customer support agent from the company is also happy with the feedback.After knowing that Susan could not find an answer on the knowledge base, John, the customer support manager, was able to take relevant actions and got the question added to their knowledge base.
Omnichannel customer engagement is a worthy pursuit for companies.
It gives a company the ability to deliver a personal and contextual experience to each customer.
It synchronizes the marketing from multiple channels within a single journey while managing the customer life cycle.An omnichannel retail strategy is an approach to sales and marketing that provides shoppers with a fully integrated experience by fusing user experiences.
It blends mobile-browsing to brick-and-mortar and everything in between.An omnichannel engagement platform takes in every customer interaction and their overall experience of your product and brand.For example, a customer engagement platform should enable the customer to do the following and more:• Browse an in-store product, scan it with your app, and then add it to their virtual shopping cart to purchase later in a different size.• A shopper browses your online store, searches further on social sites like Instagram, Facebook, and Pinterest, and then receives a redeemable in-store coupon.Know more: https://www.groupfio.com/what-is-omnichannel-customer-engagement/
