5 + 1 reasons why you need omni-channel customer service
The rapid development of technology surprises us with new communication methods every day. Even though phone is still the most popular, more and more companies realised the significance of Internet and text-based tools. A whole generation has grown up on the web, with mobiles, and nothing is more natural for them than using chat to find out the ETA of their order or to search for a service. If you use all opportunities, you provide a so-called „omni-channel” solution, which opens every communication channel for your customers. Using them you can easily and cost-effectively attract new customers, and more easily retain the old ones. Today we want to show you six reasons why its important for your business to be available in more and more ways!
1. Does anyone still send emails anymore?
The answer is, of course, yes! Needless to say every small and large business has at least a central email address, or a whole comprehensive mail system. Emails are ideal for answering difficult questions, or to share documents, since neither the operators nor the customers need to stay on the line until they get their answers.
It is useful to collect Frequently Asked Questions (FAQs) into a so-called „knowledge base”, which can be proactively monitored and refreshed according to Continual Service Improvement (CSI) perspectives. Daily feedback from customers provide valuable information to develop your services and products. In case of emails, it is safe to say that urgent matters must be answered ASAP, or at least within 1-2 hours, and general inquiries should be responded to within 24 hours if customer experience is important for you.
2. Chat makes us immediately available
Thanks to social media expanding, it became customery for a company to take orders or help customer via chat. Today customers can reach out even via platforms such as Messenger and WhatsApp. The high quality of these platforms is hallmarked by the fact that we can share not only text messages, but also photos and documents.
In case of chat, since communication is real-time, customers can lose interest after 1-2 minutes of waiting. Responsivity and clarity are the key. A knowledge base can help here too, since agents can use templates to speed up work. Chatbot solutions however can replace agent work almost entirely, answering messages immediately and error-free 24/7. These days chatbot experts can tailor the automated system to any business’ needs, which in turn create the illusion of talking to a real person.
3. Texting makes a surprise comeback
One of the first texting systems, SMS has seen a recent reneissance. Thanks to technological developments it has new features, and it can do more than sending plain text. An advanced technological infrastructure is capable of two-way texting with customers, creating customer satisfaction surveys, setting appointments, and more. As part of our automated processes, we can send SMS-reminders, notifying customers about events and discounts which are important to them.
4. Facebook is love, Facebook is life
We should not forget about Facebook, Instagram, and LinkedIn either. Customers today don’t even visit company websites, they get their first impression from the social media page. Regular content sharing is important, and we can keep up interest towards your business with interactive posts.
5. For English, please press 1
It’s important for every company to be available over the phone. Even though many new digital solutions have been created, customers feel secure and comfortable if they can share their problems with a real person. Multilingual contact center systems can support every language with native-speaking professionals, because it's a fact: customer experience is best if we are speaking the same language as the customers with no language barriers.
We can increase the recognition of our partners during inbound and outbound calls by using BPO customer services. From simple inquiries to complex technical problems, there are many solutions for everything to create meaningful conversations.
+1. Videocalling and screen sharing
Its a novelty in the contact center market, but in this decade video customer service will become the standard. First of all, technological development will enable seamless videostreaming, and second, companies will need to create more personal services. Soon we can show not only ourselves to customer support agents, but also our phone or computer screen. Explaining over the phone where to click to delete cookies had always been a challenge. Using advanced monitoring a telecommunications solutions, we can help customers as if we were sitting next to each other.
To sum it up, the more channels your business is using, the more interactive your communication is with customers. If you need help, we are available via e-mail, phone, website, social media platforms, WhatsApp, and our chatbot!