Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

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:

Sponsor message - content continues below this message

2022 '17th annual' Global Contact Center World Awards NOW OPEN

Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!


Content continues ….

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 Surveys

Nuxiba Technologies

Provide an unparalleled, engaging user experience for the creation of dynamic voice broadcasting campaigns. Its block-based interface enables you to develop easy to complex call flows aligned with given strategic business targets by simple drag and drop operations.

Mass Automated Telephone Surveys are based on a key-pad answering system that enables you to poll large audiences with your own custom questions. They are great for:

- Building Customer Loyalty
- Lead Generation
- Enhancement of Current Service Portfolios

Manage the platform with great ease and assess your results. Schedule your demo or request a quote today!

View more from Fusion BPO Services

Recent Blog Posts:
How The Airlines Industry Can Benefit From BPO IndustryFebruary 14, 2019 5:00 AM
6 Ways To Engage Your Agents – The X Factor In Quality Customer ExperienceFebruary 8, 2019 5:00 AM
7 Ways Retail Businesses Can Benefit From Hiring a Call Center for Customer ServiceFebruary 1, 2019 5:00 AM
5 OmniChannel Customer Service Best Practices To Boost Customer ExperienceJanuary 29, 2019 5:00 AM
5 Social Customer Service Trends That Will Rule 2019January 24, 2019 5:00 AM
8 Ways To Improve First Contact Resolution In A Call CenterJanuary 22, 2019 5:00 AM
Fusion BPO Expands Client Portfolio and Capabilities with Acquisition of Ameridial Inc.January 16, 2019 5:00 AM
5 Ways To Boost Customer Experience Through Call CenterJanuary 15, 2019 5:00 AM
5 Trends Your Call Center Must Follow In 2019December 10, 2018 5:00 AM
Will AI (Artificial Intelligence) Replace Or Enhance A Call Center?November 12, 2018 5:00 AM

About us - in 60 seconds!

Submit Event

Upcoming Events

Everything You Want To Know About The Most Prestigious Awards In The Industry! Read More...

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =