Today’s customers are in love with omnichannel customer service.
The reason?
Well, they are more knowledgeable, impatient and concerned about their convenience than ever before! All they demand is a seamless experience with a brand.
And guess what? An omnichannel customer service provides exactly what they desire. Whether a customer is looking for a replacement part, needs help to install software, or is questioning a surcharge, the impeccable service effectively does it all. Apart from this, there are a number of reasons that prove that an omnichannel service is surely the future of customer service. Read on to know.
Customers today are well-informed about what they purchase:
A person who steps into a gadget showroom may know much more about the desired laptop than the salesman would!
No, really!
That’s because shoppers today do research online before making a purchase in-store. So, they are well-informed about the best prices, product reviews, and other such useful information. In fact, according to a study, this research continues even when the consumers are in-store. All thanks to the addictive mobile devices that have become an essential part of our lives today.
Customers love multitasking:
According to a research conducted by Google, about 90% of people switch between devices to accomplish a goal. The reason for doing so may vary from making the most of their time to a personal preference to a genuine need to switch channels.
Whatever the reason be, they simply hop from one mobile device to other within a matter of seconds! This further implies that they appreciate the flexibility of being able to switch when desired. That’s exactly what a business can easily offer through an omnichannel customer service.
An omnichannel customer service allows a 24/7 support:
This is one of the major reasons for the omnichannel customer service being preferred by the customers and the businesses alike.
The customers today, expect a business to be there to guide them 24/7/365. They may feel like visiting an e-commerce store at midnight, get stuck on a sassy dress and may further want a live chat agent to answer a particular query at that particular time!
Now, if a business fails to provide 24/7 service on every channel, it would probably fail to grab such an opportunity. So, an omnichannel strategy is a must here. That’s why the businesses should consider keeping the customers informed about the best way to contact you, even if their brand cannot be available at all times.
Omnichannel customer tools help increase agent efficiency:
In the absence of an omnichannel customer service, your customers are all muddled up. They have to go on explaining a return request over and over again, hence, experiencing a negative brand interaction.
However, it’s not only your customers who suffer. These experiences also frustrate your customer support agents who don’t have the communication history required to understand why the situation has escalated.
That’s where the omnichannel communications tools step in and ease out the entire scenario. These tools not only help your CSRs to enhance the customer experience but also help improve the agents’ efficiency.
So, that’s why every business worldwide should be considering an omnichannel service asap!