Omnichannel customer service is an ideal practice for online stores. By offering multiple channels for customers to contact your team for support, this model helps reduce workload so your team can focus on more pressing matters.
An omnichannel experience includes online resources like FAQ pages and chatbots, phone support, in-store assistance and data insights from digital channels to improve agent productivity and personalization.
Getting Started
An effective omnichannel experience takes work to achieve, but when done well can become an invaluable customer service differentiator and competitive edge. Reaching this goal requires proper technology, staffing and data aggregation from phone conversations using conversation intelligence software such as Invoca. Start by developing detailed customer personas before collecting data using conversation intelligence software like this one from each call using Invoca conversation capture software.
Bob purchases an online guitar and discovers it has a defect in its wood, so he contacts customer service for either replacement or refund. His brand’s website features links to contact forms, social media pages and phone support channels so he can easily find all of the information he requires.
Customer retention depends on an excellent support experience, so businesses must optimize mobile channels accordingly. Make sure websites load quickly, are responsive to various screen sizes, and offer easy access to customer support. It’s also crucial that average resolution time (ART) across channels be tracked as well as CSAT surveys post customer support interactions in order to identify areas for improvement and find opportunities for advancement.
Unifying Agent Workspaces
Facilitate agent workflows with a customizable, unified desktop experience that supports agents’ needs for quick responses and resolution of customer inquiries.
Avoid switching back and forth between Support tickets, Chat dashboard, and office switchboards with our single ticket solution for managing multiple conversations at once – chats for fast interactive communications or emails for longer follow up discussions can all be managed from this single location with its unified status menu providing control of support, Talk, and messaging availability from just one spot.
Note: Beginning in San Diego, the ability to add a second workspace has been enabled. Requesters will now have the option of selecting their preferred workspace when creating new issues, or as their primary or first workspace when creating their account. All other actions which do not rely on workspace ID (for instance creating or editing tickets) will continue as expected.
Creating a Personalized Experience
Customers expect an effortless customer support experience when reaching out via text, email or social media – they don’t want to repeat themselves over and over at each interaction. By providing a cohesive omnichannel customer service experience that caters specifically to each channel – omnichannel service helps your customers feel supported and valued for being loyal customers of your brand.
An omnichannel strategy also makes it easier for your team to provide tailored support experiences, by giving access to all aspects of each conversation – which helps ensure customers are connected with the appropriate agent, which in turn reduces resolution times and enhances customer satisfaction.
Omnichannel allows your team to leverage automated routing powered by unified data insights for efficient customer service. For example, when a customer presents with an unfamiliar request or concern, their representative can automatically route their request without interrupting ongoing dialogue to more experienced agents in order to quickly address and solve it efficiently.
Managing Multiple Channels
Through an omnichannel experience, customer issues can be effectively and quickly addressed – helping reduce customer churn and maintain satisfaction with service levels. Furthermore, call deflection reduces support costs.
Unified data insights enable more effective ticket routing, leading to faster first response time. They also empower agents to provide personalized services and solutions provision.
An effective omnichannel software makes it simple for teams to manage chat, phone calls, emails, social media posts and more from one user-friendly dashboard. Kaizen Gaming was one ecommerce acoustic guitar maker which successfully used theirs – for instance integrating multiple digital and social media messaging apps onto one centralized platform which saw immediate increases in productivity and response times – read their story here! Furthermore, having all conversations centralized also allowed them to pick up from where previous conversations left off easily allowing for unparalleled customer experiences and world class customer experiences!