Omnichannel Customer Service: What is it & How Can it Benefit Your Business?
Can you imagine your life without a mobile phone and internet connection? It’s getting harder to picture these days. The age of the internet changed everything; our culture, our relationships, how we consume media, how we shop, how we communicate, and how we do business. Everything is now so fast-paced.
With modern communication tools, you can easily chat with friends no matter where they are; or sit in a meeting with twelve other people, from twelve different countries around the world.
We opened the floodgate of communication and created several communication channels like phone calls, SMS, email, social media, and messaging apps, to keep us in touch. And as everyday people use these communication channels for their one-on-one interactions, businesses also harness them to communicate with their customers.
Here Comes the Problem
But with pretty much every invention, comes its problems. In the past, whenever people wanted to interact with a business, they could only go to the physical store or office and talk to someone. Then telephones were invented and people could choose between calling and going to the physical store. Two options, simple right? Well, today they have up to ten options, and they want to use them all, sometimes simultaneously.
What happens when several people are calling, texting, emailing, and chatting with you, all at the same time, through different channels, to enquire about what you sell?
How do you handle a customer that starts a conversation on a call, leaves it, and returns later to continue the same conversation on a WhatsApp chat?
What happens when your customers are frustrated because they expect your customer service or sales reps to know what they want and/or had discussed with another sales representative?
The solution to this is called Omnichannel Customer Service. In this article, you’ll learn about Omnichannel Customer Service and how businesses can harness it to grow and satisfy their customers.
What is Omnichannel Customer Service?
Omnichannel customer service connects several communication channels such as social media pages, calls, SMS, emails, etc., and brings it all into one platform. It is sometimes called Omnichannel Service Desk, Omnichannel Customer Support, or Omnichannel…Continue reading
