Today’s customer service has changed a lot from the past. Customer expectations have grown a lot due to the increasing competition among the businesses. That is why all of the modern businesses have to make a lot of important changes in the ways they interact with their potential clients.
Omni-channel customer support is one of the most useful and trendy methods that you can use to keep up with your customers’ expectations. But why Omni-channel support is so important? Well, here are some tips to help you improve your Omni-channel support and witness the benefits of this support method yourself.
Optimize for Mobile
Since a majority of orders placed today come from mobile phones, you’ll have to have an impeccable mobile service or unless your business will suffer badly in terms of sales. Today’s market works in a different way, and it requires you to build better relationships and easy to reach communication channels with your customers.
Around 85% of all the purchases made online are made using mobile phones, and that is why you’ll have to focus more on mobile based customer service along with messaging apps.
Have A Better Response Time
When a customer contacts a business, they are usually looking for an instant response. So, having any time of technical difficulties and long response time can set you back as well. A great way of cutting down on your response time is using different social media platforms and messaging apps that other big companies are also using, WhatsApp, Facebook Messenger, Twitter, Instagram, and more.
When you receive a message on any social media platform or messaging app, the average response time that is considered bearable by most of the customers is under an hour. Omni-channel customer service allows the customers to reach out to you on each available channel and let your agents or chatbot to handle the request effectively and in a timely manner.
Have Live Chat Available
The availability of live chat is the best thing that you can provide your customers with. Some customers are special, and they are known to often place big orders. You can’t deal with these customers just like you would with a regular customer, and that is why you should give them the facility of a live call to resolve any issue they might have.
By increasing the interaction between your customer service and the customers, you can win a lot more sales in the long term.
Use Self Service Material
Another way of transforming your customer service to Omni-channel is the use of self service. Self-service includes FAQs, help center, and other offline material that your customers can use to resolve certain issues on their own. These types of customers can be kept offline and can be helped easily with the help of relevant material. You can save your customer service a lot of time and effort by using this method.
Use Email Automation
Your Omni-channel customer service can benefit a lot from Email automation. That is because Email are easy to sort and reply to, and you can definitely help a lot of your customers by using the Email automation channel.
Your customer service can use Email automation workflow to easily resolve a lot of queries.
Summing Up
In a world where the competition for each vertical is growing every single day, companies must keep up with the rapid pace and provide omnichannel customer service through various communication channels. To do just that, companies must use the right omnichannel platform that can provide both agents and customers with the latest aid technology has to offer.
