Omnichannel Support - A Quick Overview




Omnichannel support is a strategy where you unify all your digital channels into one place. The idea is to create a central platform - one where all customer queries from different communication channels can be managed & responded to, enabling agents to deliver a better customer service experience.


Every brand aims to deliver a premium customer experience (CX). But a muddled interconnection between all stages of customer support becomes responsible for a poor customer support experience. And that’s where omnichannel support comes in.

How Does Omnichannel Support Work?

A cohesive and integrated customer experience is the need of the hour. And omnichannel support offers just that. It provides a seamless transition between channels. In other words, it makes it easy for the customer to move from one channel to another and continue the conversation/journey without a pause. 


Today, customers expect great support. And they want it fast! An omnichannel support platform enables the agents to stay ahead of the customers. This is because they can view all customer queries from one place and have access to the customer conversations across channels. This reduces the customer-agent interaction time and enables them to provide faster service. 


Thus, an omnichannel support system improves CX turning your customers into your brand advocates.


An important example of how omnichannel support can benefit your company can be realized with Simplify360’s omnichannel customer service platform. 

Key Benefits of Omnichannel Support

  • Well-connected Internal and digital channels for better CX

  • One dashboard for viewing and managing all customer queries 

  • Improved customer service metrics and great customer support

  • Opportunity to engage customers and convert them into loyal followers - better sales and revenue.

Conclusion              

Customer support is the face of your brand. And It has the potential to make or break your business.


Delivering omnichannel support with the help of an omnichannel support platform can help you deliver great benefits. It creates a space for your support agents to collaborate and gains you loyal and consistent customers. And yes, it improves agents’ productivity as well!




Comments

Post a Comment

Popular posts from this blog

Name Your Chatbot: 5 Simple Steps to Give Your Bot a Name

Image
Should you name your chatbot ? 🤖 Okay. The question seems a little contradictory to the topic but here’s the answer – “Why Not?” You probably would have named your pet (even if it’s a goldie), your favorite plant and who knows? There’d be a name for your automobile as well! So, why not name your chatbot? On a serious note, giving a name for your chatbot can help with business growth, mostly the customer experiences part. It can create a great support experience for your customers because your chatbot name is probably the first thing they’ll notice when the chat window pops up.  Also, giving a name to your chatbot that resonates with your brand name helps uplift brand awareness. Your chatbot gets a personality to it and is more approachable when it has a name.  We have named our chatbot “ SimplyBot ” keeping in mind our brand name Simplify360. It’s easy to remember and promotes our brand at the same time.  Coming up with a good name for your chatbot (memorable, striking, ...
Read more

5 Most Effective Channels for Customer Support

Image
  5 Most Effective Channels for Customer Support   There are several channels through which you can provide support to your customers. As a customer, which one should you pick?   The need to provide good customer experiences has never been greater than in today's consumer-driven environment.   Given how much effort and money you invested in gaining these clients in the first place, ensuring they receive excellent assistance when they require it should be at the top of your priority list.   Companies that provide exceptional customer service do it through channels where their consumers are present.   If your consumers are heavy email users, you'll need to give excellent email assistance to keep them satisfied. You'll need to be available to them on Twitter if they're more active there.   The same is true for each channel. And there are more channels than you realize.   But don't worry. Below, we’ll explore the most pop...
Read more

15 Review Response Templates to Quickly Reply to Online Reviews

Image
Today, reviews have become an important part of every customers’ journey, and they influence purchase decisions to a great extent. When you are in a store, you can experience a brand first hand. The shopping experience is much easier because you have the help of the shop assistants. But when you are online, you have no way of experiencing a product or getting that help from a shop assistant.  In such cases, reviews are the closest guidance customers are going to get, and since it’s left by other customers, they are unbiased. They have a direct influence on whether someone picks you or your competitors and have the ability to make or break a sale. Wait! It’s not just the reviews that matter. How you respond to your reviews plays an even more significant role in influencing customer decisions.  Potential customers give equal importance to how a company treats an online review – whether they acknowledge it or respond to it, do they heed customer feedback? All these play an essent...
Read more