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5 OmniChannel Customer Service Best Practices To Boost Customer Experience - Fusion BPO Services - Blog

5 OmniChannel Customer Service Best Practices To Boost Customer Experience

 In today’s highly competitive customer service industry, customers are more demanding and powerful than before. They are also more knowledgeable and tech-savvy than ever. Therefore, to impress them and keep their business, you need to have impeccable customer service with omnichannel and consistent support.

Today the best-in-class companies deliver consistent messages to customers across all channels and a majority of customers dislike repeating their queries. So, at present, omnichannel customer service is the key to meeting customer expectation and even surpassing it. Here are 5 omnichannel customer service tips that can help you get started:

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1. Focus on mobile-based service

 In 2019, not being able to offer uncompromised support via mobile is not only unacceptable but also self-sabotaging for a business.  In a time when 87% of customers actually use mobile devices to make purchases, businesses must insist on having a quality mobile-based customer service in place. Or else they must face the wrath of their frustrated customers.  

Here’s how you can improve your customer service via mobile:

  • Provide your customers with mobile-friendly FAQs, documentation and self-support videos.
  • Your mobile website/app landing page must display your customer service button prominently.
  • Give your customer an easy way to contact customer support from the mobile. It can be prominent, but non-intrusive dial-for-support or live-chat-for-support button that lets them communicate with you without leaving the page.
  • Single-tap sensitive customer service links are preferable.
  • A real-time tracking system for mobile-based customer service queries is also important.

2. Reduce your social media response time

Customers today are fond of instant resolutions.  That is why they prefer social media platforms (especially Twitter) to catch the attention of companies and have them resolve customer service issues promptly.

In a recent study, 42% of the participants said they expected companies to respond to social media mentions within 60 minutes. 

Here’s how to do it:

  • Understand your customers’ expectations when they post their queries on social media, anticipate their needs and then address their concerns.
  • Aim to respond to all queries within the first 60 minutes.  Even if you cannot offer a solution in that time frame, acknowledging the issue and assuring the customer of a response can go a long way. 
  • Set up keyword tracking for your social media pages and never miss any customer’s comments.
  • Provide seamless customer support by integrating social media with live chat.

3. Offer live chat assistance for priority customers

Every business needs to prioritize their enterprise and high-level customers and therefore must offer the quick-resolve routes that present the least hassles. In these cases, a face-to-face call or live chat can be their best aid to boost customer experience.

According to a Forrester study, interactive chat can result in as much as a 120% ROI in a 6-month payback period.

How to use live chat assistance to keep priority customers happy

  • Install a reliable live chat on your website and app across devices.
  • Create a flexible script with room for improvisation as per the customer’s needs. A list of conversation points can be helpful too.
  • Use a CRM to store important information about customers that you can refer to for context before attending a customer’s call.
  • Keep product manuals and resources ready to send across to your customers when required during your call.
  • Allow customers to lead the call with their requirements but do not allow them to deviate from the topic.

4. Enable self-service via easy-to-use FAQs and documentation

According to a Zendesk study, 50% of customers want to resolve their issues by themselves, without having to involve a customer support team. They cost your customer service team the least and turn better cost-to-profit ratios. Such customers can be satiated with self-serve FAQs, documentation and video content.

How to create optimized FAQs and documentation

  • Make your FAQs comprehensive, organized, and easy to navigate.
  • A/B test for your FAQ and documentation landing pages and optimize for the best design and ease-of-use.
  • Create excellent copy that offers an excellent self-service experience.

5. Set up an email automation workflow

Email should be part of your customer service system. It’s easy to manage, still effective and can resolve a good number of your customers’ queries. And with CRMs that offer email automation workflows, email customer service has become an easy to manage customer service channel.

How to use email automation workflows to enable flawless customer service

  • Keep your automation workflows under frequent checks, and tweak email drafts and automation schedules as and when required.
  • Use an actual email for replies so your customers feel cared for and can interact with your automated messages.
  • If you resolve common issues in a completely automated fashion, you will only have to take care of any unusual activity as and when they occur.

These are a few ways you can improve customer experience through multichannel communication. The key to success of a customer service system, omnichannel, multichannel, or otherwise, lies in the proper understanding of what the customer wants and needs, empathizing with them, and delivering prompt resolution with a bit of personal touch.  Even with the right technology, a customer service system is sure to fail if it cannot feel the pain points of your customers and empathize with them.

A healthy dose of empathy, personalization, and prompt resolution at the right time through the right channel can give a good boost customer experience and earn your business some loyal customers.


Publish Date: January 29, 2019 5:00 AM

2021 Buyers Guide Recording


ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.
PH: +1 917 475 9200

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565


Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
PH: 01789 387900

Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
PH: +1-773-325-0608


Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.
PH: 561-952-2600

Nuxiba Technologies

Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!


Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
PH: 3109672003

PCS Software

Call recording solution fully integrate to all main pbx solutions.
PH: +55 11 3075-2933

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.

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