Your guide to omnichannel support
Last updated March 17, 2021
Your door is always open, regardless of your business or support hours. Today’s customers ask questions at any time of the day or night and wait for you to respond, but not for too long. And the way customers contact you can vary, too. You choose the channels, and from those, the customer selects what works best for them.
It sounds simple, and yet so often the customer experience is anything but.
It becomes incredibly frustrating to have multiple means of contacting a business and having to repeat oneself, and it’s one reason why omnichannel support is more than an industry buzzword. It’s the new standard. In a report by Loudhouse, 63% of respondents expected to have a choice of channels, and a 50% expected their service rep to have access to previous interactions with the company. An omnichannel support strategy and solution allows you to offer multiple channels, but also to recognize your customer each time they walk through the door—any door—and provide a seamless customer experience.
An omnichannel solution integrates channels to end siloed conversations and allows your team to reference the customer’s history. Beyond that, the transparency and centralized data gained from an omnichannel solution allow you to take a bigger picture view of your support. You can begin to find efficiencies, improve productivity and satisfaction, and to proactively look for ways to reduce the number of contacts that require a human touch.
Read our guide to omnichannel support to learn:
- What omnichannel support entails
- How an omnichannel strategy can benefit your business
- The factors that drive channel preference
- How to build an omnichannel strategy that considers each channel, and all channels, at the same time