Omnichannel customer support is an expansion of the multichannel approach to sales, meant to provide the customers with a seamless shopping experience 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 wellbeing within the organization and helps decrease attrition to a great extent.
Allows business integration:
Omnichannel communication is not just limited to marketing tricks but also 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, 60%-70% of offline sales are impacted by online research and digital offers. Therefore, designing the online channels in such a way that they get consumers into the stores can help boost the sales like never before. This can be achieved through a smart omnichannel approach.
Omnichannel customer support is all about strategically aligning customer service centers with digital channels. Doing this can actually help the businesses save substantial amounts of money.
Source: Live Chat Agent