In today’s highly competitive customer service industry, customers are more demanding and powerful than before. They are also more knowledgeable and tech-savvy than ever. Therefore, to impress them and retain their business, you need impeccable omnichannel customer service and consistent support. Today, best-in-class companies deliver consistent messages to customers across all channels, and most customers dislike having to repeat their queries. So, at present, omnichannel customer service is the key to meeting customer expectations and even surpassing them. Here are five omnichannel customer service tips that can help you get started:
Omnichannel Customer Service Best Practices
1. Focus on mobile-based service
In 2019, being unable to offer uncompromising mobile support was unacceptable and self-sabotaging for a business. In an era when 87% of customers use mobile devices to make purchases, companies must ensure high-quality mobile customer service. Or else they must face the wrath of their frustrated customers.
Here’s how you can improve your customer service via mobile:
- Provide your customers with mobile-friendly FAQs, documentation, and self-support videos.
- Your mobile website/app landing page must prominently display your customer service button.
- Give your customers an easy way to contact customer support on their mobile devices. It can be a prominent, non-intrusive dial-for-support or live chat-for-support button that lets them communicate with you without leaving the page.
- Single-tap-sensitive customer service links are preferred.
- A real-time tracking system for mobile-based customer service queries is also essential.
2. Reduce your social media response time
Customers today prefer instant resolutions. That is why they prefer social media platforms (especially Twitter) to attract companies’ attention and prompt the resolution of customer service issues.
In a recent study, 42% of participants expected companies to respond to social media mentions within 60 minutes.
Here’s how to do it:
- Understand your customers’ expectations when they post their queries on social media, anticipate their needs, and then address their concerns.
- Aim to respond to all queries within the first 60 minutes. Even if you cannot offer a solution within that timeframe, acknowledging the issue and assuring the customer of a response can go a long way.
- Set up keyword tracking for your social media pages and never miss any customers’ comments.
- Provide seamless customer support by integrating social media with live chat.
3. Offer live chat assistance for priority customers
Every business needs to prioritize its enterprise and high-level customers and therefore must offer quick resolution paths that cause the least hassle. In these cases, a face-to-face call or live chat can be the best way to improve the customer experience.
According to a Forrester study, interactive chat can deliver up to a 120% ROI with a 6-month payback period.
How to use live chat assistance to keep priority customers happy:
- Install a reliable live chat on your website and app across devices.
- Create a flexible script that allows for improvisation to meet the customer’s needs.
- Use a CRM to store key customer information you can reference for context before a call.
- Keep product manuals and resources ready to send to your customers as needed during your call.
- Allow customers to lead the call with their requirements, but do not allow them to deviate from the topic.
4. Enable self-service via easy-to-use FAQs and documentation
According to a Zendesk study, 50% of customers prefer to resolve their issues independently rather than involve a customer support team. They cost your customer service team the least and turn in better cost-to-profit ratios.
How to create optimized FAQs and documentation:
- Make your FAQs comprehensive, organized, and easy to navigate.
- A/B test your FAQ and documentation landing pages and optimize for the best design and ease-of-use.
- Create excellent copy that offers an excellent self-service experience.
5. Set up an email automation workflow
Email should be part of your customer service system. It’s easy to manage, remains effective, and can address many of your customers’ queries. With CRMs that offer email automation workflows, email customer service has become easier to manage.
How to use email automation workflows to enable flawless customer service:
- Keep your automation workflows under regular review, and adjust email drafts and schedules as needed.
- Use a real email address for replies so your customers feel cared for and can interact with your automated messages.
- If you resolve common issues automatically, you will only need to address any unusual activity as it occurs.
Here are a few ways to improve the customer experience through multichannel communication. The key to success lies in understanding what the customer wants, empathizing with them, and delivering prompt resolution with a personal touch. Even with the right technology, a system is sure to fail if it cannot identify your customers’ pain points.
A healthy dose of empathy, personalization, and prompt resolution at the right time through the right channel can significantly improve the customer experience and help you earn loyal customers.
