In this competitive age, good customer experience holds the key to customer loyalty. In order to provide a good experience, businesses must focus on delivering exceptional customer support that meets, if not overcomes your customer’s expectations.
Customers today are exposed to the gold standard of customer service. They are aware of their options and the power they have. Therefore, they have high expectations from a business.
So, What Does Your Customer Want?
They want a company to promptly respond to their queries and issues via the channel of their choice. If they wish to change the communication channel, they should be able to do so seamlessly without having to repeat themselves.
Today most of the companies provide customer support via a number of channels including voice, chat, email, social media, instant messaging, web, and mobile. However, the challenge is to integrate those channels for providing seamless interaction with consistent experience at multiple touch-points across the life cycle of a customer. Such a feat is only achievable by adopting an omnichannel approach.
Fusion CX advocates omnichannel customer support to provide customers with a cohesive and integrated customer experience irrespective of where and how a customer chooses to reach you. Omnichannel customer support brings you a number of benefits. Here are the top benefits of adopting omnichannel customer support.
Benefits of Omnichannel Customer Support –
1. Gain Greater Customer Insights
Customer support channels such as chat, social media, forums, and emails, leave a recorded written customer trace. You can use this data to accumulate customer information in its context. It will help you better understand how the customers choose to interact with your brand and their needs across all channels.
Having this data in one place will enable you to take proactive actions and create effective strategies to tweak and enhance your customer support and deliver better customer experience.
2. Serve Your Customers Where They Are
Customers today want to make purchases on their own terms, at their convenience, and in a way that suits them the best. To build a sustainable business, you must satisfy your customers. That means you have to appeal to them wherever they are.
No matter what channel they choose to interact with you, you must provide seamless, cohesive support via the same. If the customer wishes to change their channel, they should be able to continue with the conversation across the channel as well.
Customers today are more powerful and aware of the options they have. Therefore, they expect more from brands. They expect to get the best experience wherever they are — whether online or offline. Providing it to them will not only improve your conversion rate but will also increase a customer’s loyalty.
3. Enhance the Shopping Experience Everywhere
Your customer can choose to shop online, in-app, or in a brick and mortar store, and still expect the same level of customer experience.
For example – a customer looks for a product he has seen online at a brick and mortar store and the in-store representative finds the product out of stock. He can then place an order for the same in their e-commerce store, to be delivered at the customer’s doorstep.
This way, omnichannel customer support can enhance the shopping experience.
4. Enhance Real-time Customer Support
As customers’ demands are increasing by the day, businesses are making efforts to meet them. Customers want their needs to be met and they want it now. If you cannot deliver a real-time answer to their questions, or provide instant support, you are indirectly asking them to leave.
Real-time customer support boost customer satisfaction and customer loyalty. With omnichannel customer support, it is possible to offer real-time support across a number of channels, creating a seamless customer experience.
5. Happier, More Engaged and Loyal Customer
When you have omnichannel customer support in place, your customers will be able to switch between channels seamlessly without feeling the frustration of having to repeat the issues. Also having up-to-date data in one place means faster resolution of issues. Such things definitely add to customer satisfaction rate and result in happier customers. Everyone knows that a happy customer is the greatest thing for a business.
These are the vital benefits of adopting an omnichannel approach when it comes to customer service. By adopting an omnichannel approach you can enhance your customer experience, stay ahead of the competition with impeccable customer service, earn loyal and engaged customers who keep coming back, improving your business performance.
