Omni-Channel Customer Support is Beneficial for your Business! Here are Some Tips to Enhance It

Introduction

Omni-channel is a multichannel approach to sales that seeks to give the customer a flawless experience whether the customer is shopping online or in a bricks and mortar store. • Omni-channel customer support allows the customer to initiate an activity in one channel, and seamlessly shift to another. • Omni-channel competence are particularly appropriate in the mobile environment – the mobile customer is used to continue dialogs via text, voice, social and instant-messaging channels, and having constant access to information.

Enhance Omni-Channel Customer Support

Use Live-Chat WiselyChoose Best Call Center SoftwareUse Emails EffectivelyWork in an Organized MannerUse Swift Technology

Use Live-Chats Wisely

• A customer generally opts for live chat because they do not want to be kept on hold. • That’s why you need to ensure that the chat is responded within thirty seconds. • You can use an assessment to check the speed and the quality of your service• If a Customer sends a message on Chat but it remains unanswered for few minutes, then the chances are there that he won’t come back to you.

Choose Best Call Center Software

• Call Center Solution enables you to use metrics and software that allow you to see where your customers are. • It helps in identifying the top prospects that would be bringing in a lot of business.• You would have some lucrative marketing solutions which allow you to stretch out to more number of customers. • This is where Omni-channel support comes in useful. • If you’ve identified your target audience, you’ll know which channel would be optimum.

Utilize Emails Effectively

• Emails are quite common when it comes to customer care. • Statistics and surveys show that most customers would rather send an email to the customer care than actually call them up. • That’s primarily because it saves a lot of time and most people feel they can convey themselves better in writing.• If you’re having the email option, you should make it a point to answer your mails within a couple of hours.• Also, ensure your mails are personalized.

Work in an Organized Manner

• Working in an organized manner is of key importance in this case. • At call centers, you won’t have a separate group of agents for attending calls and emails.• Each agent would have to reply to mails, receive phone calls, and answer live chat messages and so on. • It can get very easy to go haywire and even get distracted. • Multitasking is one skill you’ll have to work on in that case. • You’re going to have to learn how to go around the workload and work in an organized fashion. • That way, you’ll be able to finish all your tasks in a short period of time.

Using Swift Technology

• Your customers should be able to switch between platforms. • When they come up to you, you’re already giving them the chance to select the platform they are comfortable with. • Now, you should permit them to switch between platforms if the need arises. • For example, if a customer is unable to communicate properly through emails, he or she should feel free to call you up and explain. • The contact center reporting software that you’re using should be flexible to make things easier for your customer.

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