Omnichannel customer service is an expansion of the multi-channel approach to sales. It is basically meant to provide a seamless shopping experience to the customers irrespective of the shopping method (online or offline). It is a powerful medium for enhancing the customer experience, boosting company sales and strengthening the business relationships.
When implemented appropriately, this type of customer support can work wonders for a business. Have a look at what all an omnichannel customer support can do for your business.
Increases agent efficiency:
Omnichannel customer service is omnipresent so the various channels utilized for providing customer support can serve anywhere from a couple of customers through chats to thousands at a time via webinars and videos.
This further frees agents’ time which they can use for handling more complex issues. It actually helps agents become more efficient in providing an exceptional support.
Since omnichannel approach helps the agents to focus on more complex cases, the agents need a more in-depth training to face this challenge. This further adds value to the customer service and contributes to an increased employee satisfaction. This ensures their well being within the organization and helps decrease attrition to a great extent.
Allows business integration:
Omnichannel communication enables integrated customer service, sales, inventory, enterprise resource planning and a lot more. With the help of this approach, each aspect of the business integrates with other parts to provide an exceptional customer experience.
Gets shoppers back into stores:
According to a research, online research and digital offers, impact about 60%-70% of offline sales. Therefore, designing the online channels in such a way that they get consumers into the stores can help boost the sales like never before. A smart omnichannel approach can easily help achieve this.
Omnichannel customer service saves money:
Omnichannel customer service is all about strategically aligning customer service centers with the highly efficient digital channels. Therefore, employing this can actually help the businesses save substantial amounts of money.