7 Ways to Deliver Excellent Omnichannel Support - Talkdesk - ContactCenterWorld.com Blog
Customer service is evolving along with technological developments. Once relegated to elevator music and endless waiting, today clients can communicate with the same business via voice, text, video and more with omnichannel customer service.
From telephone to email to social media to live chat, there are more ways than ever to provide excellent service to your clients. Offering your customers a variety of communication channels can enhance your service and improve their satisfaction with your business.
Here are seven examples of how to use omnichannel options to provide the best customer service.
1. Make them comfortable
Most customers have a preferred communication method. If you take the comfort of the client seriously, you’ll make sure they can choose the platform which best suits them. This approach will put your customers more at ease rather than forcing them to switch from the communication habits they’re used to. By meeting them where they are, you’re removing at least one customer satisfaction barrier between your business and the customer. So let your clients choose.
2. Adjust to the situation
Different problems and scenarios warrant different customer service approaches and different communication platforms. For example, a client who was just in a car accident and is talking to their insurance company would benefit from a video feature, so they can show their provider exactly where they are, what happened and what the damage is. The video can also be used by the insurance company to process the claim, providing the most accurate service possible.
3. Change the escalation game
Sometimes a customer service call escalates into a more serious issue. In call centers, that usually means bringing in a manager to handle the situation. Of course, there are precious few managers available to take calls, leaving this as a scarce last resort. Now, clients can feel the effects of escalated attendance by simply switching from one platform to another.
If SMS is the most casual way to solve common issues, then video may be the most appropriate platform to solve complex (and potentially expensive) requests. If you sense a client needs a visual and voice connection in order to solve the problem more efficiently, suggest switching to video in order to continue the conversation.
4. Save your customers time
Most requests your support agents receive are rather simple to solve but time-sensitive. This means your customer support team needs to address such questions in a clear and timely manner, and use the most effective method to do so. It’s also important to remember that good customer service is often a proactive customer service. If you anticipate any changes that influence you customer’s experience, you should let them know in advance.
For example, texting is ideal for transmitting urgent information such as appointment or venue changes or when a timely response is needed. Unlike voicemail where information can be misinterpreted and misunderstood, texting allows you to communicate accurately to your clients.
In this case study of Migration Translators, text messaging has proven to help their company in their essential communications. Texting “has enabled us to integrate text message communication into other communication channels, resulting in an improved response time and fewer misunderstandings in communication, thereby increasing overall client satisfaction across our organization.”
5. Leverage social media
A survey of 23,000 consumers revealed that 67% had used social media to request customer service. Most consumers use social media every day, so it’s easy and convenient for them to reach out to companies on it. But, it’s not necessarily convenient for businesses. Managing several social media platforms can be a challenge, no matter how big the company’s customer service team, and if you’re not prepped to respond to requests on social media, you may be facing a high churn rate.
Choose one or two platforms and channel your customers to use them. Also, find out which platforms your customers tend to use the most. For example, Dutch airline company KLM tends to have a lot of business executives, so they put a 24/7 customer service support on LinkedIn, an unlikely first choice of social media platforms for most businesses, but one that’s provided great results to KLM and its customers.
6. Help them help themselves
More and more, customers are looking to independently solve their problems. With increasing expectations of immediacy, no matter how rapid a customer service response is, a client will always prefer to figure out the answer on their own, provided the answer is easy to find and understand. Collecting data from customer service inquiries to craft up-to-date, thorough FAQs is the best way to help clients help themselves, which is their number one customer service preference.
7. Customers love video
The most sophisticated and the most intimate of all the customer service platforms, video is a great addition to customer experience options. Ideal for delicate situations where the client needs your attention and compassion, when they are highly frustrated and emotional.
It’s also useful to show a client a complicated procedure that’s difficult to explain only with voice such as assembly of a product or how to program an electronic device. Having a visual explanation can save the client time and frustration of having to either read instructions or be taken blindly through the procedure via voice call.
As you aim to enhance your company’s customer service, it’s important to consider the venues your customers use most and make sure these platforms work well both separately and together.
Publish Date: July 22, 2016 5:00 AM
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