7 Must Omni-Channel Customer Service Delivery Methods

7 Key Methods of Delivering Omni Channel Customer Service

7 Key Methods of Delivering Omni Channel Customer Service

The trend towards omni-channel customer service by businesses has raised customer expectations by manifold. Real-time responses and interactions are constantly sought after, and nothing short of a par-excellence customer service is acceptable to the customers. Unless businesses meet the expectations of a unified response irrespective of communication channel, they are likely to struggle to stay in the competition.

Below are some pointers that can be useful for businesses in order to offer a good quality omni-channel customer service.

7 Essential Methods of Delivering Omni-Channel Customer Service

  1. Empower Customers:

    It is a good idea to help customers to help themselves. In that capacity, many businesses try to navigate their customers towards self-service channels, such as FAQs. Such a step not only reduces the number of customers waiting in queue to get their queries resolved, but it also gives a chance to customers to save time and resolves issues on their own. In empowering customers this way, businesses are able to take their first step towards creating an omni-channel customer experience where help is provided at any point, at any time – at the convenience of the customers.

  2. Respect the Choice of Option:

    Customers should not be forced to choose a channel of communication that is preferred by the business. This in a sense makes the customers feel fettered and frustrated – leading to negative brand image. If customers try to establish contacts through emerging channels such as social media and are eventually re-directed to traditional mediums such as phone, then they would have had chosen to call at the very first place. As part of omni-channel customer service, businesses should meet customers where they are available.

  3. Offer Feasible Options:

    Businesses often go all out and claim that customers can approach them through multiple channels. In doing so, they provide everything from email addresses, phone numbers, social media links, chat features, etc. However, they do not check the feasibility of these mediums and are not honest in their claims. This then becomes a perfect recipe for disaster. If customers try to reach through a channel and fail to get connected, then businesses are giving the already disappointment customers more reasons to be angry with them.

  4. Provide Seamless Experience:

    It is imperative for businesses to operate as a single entity across all touch points. A customer may start his or her journey on live chat and end it over emails. No matter what medium is chosen, it does not change the expectations. Further, customers do not care if they are interacting with the marketing, IT or customer care. There is just one underlying factor – that the customer service agent or business should know who the customer is. Therefore, businesses should be aware of this background, and ensure that customers do not have to repeat themselves at every touch point.

  5. Leverage Customer History:

    In connection to the above point, the customer service division should make full use of analytics and gain insights about customer profile and past behavior. This will enable the agents to understand the customers better and drive better communication. Agents would also be able to understand which channels are most in use and successful, while will enable them able to be in sync with customer expectations.

  6. Integrate All Channels:

    True integration distinguishes omni-channel from multi-channel customer service. There should be synchronization across all channels of customer service. This would include integration of self-service and agent-assisted deliveries, traditional and contemporary channels of contacts, and integration of business functions, processes and technology. Integration not only makes customer information easily available, it also propagates a common culture of customer-centricity across the organization. It should be noted that integration should be both scalable and flexible so that it is able to accommodate the various requirements of customer experience.

  7. Build Trust with Customers:

    A primary business objective for all organizations should be to enhance customer experience and increase sales. Therefore, while offering omni-channel customer service, agents should be conscious to build positive relations with the customers, so that they have enough confidence in approaching the brand via multiple channels.

For delivering high quality omni-channel customer experience, organizations need to be more adaptive to the changing business dynamics. They need to adjust their traditional approach towards customer service, leverage digital innovations, integrate across various silos, and re-assess their operating models. Businesses should pursue a modern customer-centric approach, where they are more relevant to the customers and behave according to the way their customers are evolving.

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1 COMMENT

  1. Enhancing customer experience is a key factor and a challenge that every industry is facing today. Encountering the customer’s expectations, with the competitors around doing the same thing, requires lots of efforts and skills. Therefore, in order to survive, it is very important for organizations to provide the services most preferred by customers and on every channel. Customers want their time to be valued. They definitely prefer to go for another medium to solve their problems rather than calling the contact centers and waiting on calls for the long time, for their solutions. According to a study, fifty percent Smartphone users want to have the ability to solve their problems on a smartphone app rather than calling into a customer contact center and also 56 percent of consumers are willing to use an app to avoid calling into the customer support center altogether. Recent survey data shows that customers of all ages are increasingly using self-service channels for a first point of contact for customer service. But it is very difficult for service providers to meet the customer’s expectations, having competitors around doing the same. To improve customer experience, it is very much important to provide them self-service in a way that leads to their convenience. Self-service is trending and service providers are using it to increase their customer satisfaction and to reduce the overhead of the calls. But customer satisfaction can be achieved by deploying a skilled and proficient player.

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