Omnichannel Customer Service
The big draw of an omnichannel experience for customers is the elevated level of service it is able to provide. This is especially important for millennials who consider customer service a top priority.
Many millennials are multitaskers who use up to six touchpoints when they interact with a brand and often prefer email or instant-messenger chat interactions instead of speaking by phone. They seek omnichannel experiences when shopping or to get questions resolved.
Omnichannel customer service offers millennials and other customers a quick and easy shopping experience, seamless remote support, increased visibility, and improved customer satisfaction.
- A quick and easy shopping experience
Today, everyone seems to have less time but more to do. With little time to shop, omnichannel services allow customers to make purchases, return items, and get support when and how they prefer, with little to no frustration. It makes things simpler and easier.
An omnichannel platform is an all-in-one system that combines all digital channels into one user interface. It provides contact center representatives access to customer profile information and order history to help solve issues quickly and easily from anywhere in the world. It avoids data silos that could make customer interaction more problematic, albeit while also ensuring data protection is maintained.
Whether it is self-service account access or contact with a customer representative, customers and contact center teams benefit from increased visibility of account details, historical purchases, and support logs. This increases customer satisfaction and confidence, as well as improving the working experience for customer service representatives.
- Improved customer experience
Customers are able to engage with contact center representatives for support by phone, in-person, or through online chat or email, without explaining their issues numerous times because their account information, support, and order history are all connected.