Before we discuss the benefits in using Omnichannel support software to improve customer service, what does Omni-channel actually means?
Omni-channel is the capacity of a customer service application or help desk software to put together different means of reaching a business administration on a dashboard. It also means that the customers will enjoy almost the same experience irrespective of the channels they follow to reach out to the customer relations officer.
Let’s look into the benefits of using Omnichannel marketing and the clear differences between single channel, multi channel and Omni-channel.
It makes communication comfortable for customers
Since Omnichannel customer service software can organize different feedback channels into one, customers will be able to use their regular social network to lodge their complaints to the company.
Statistics has shown that people spend most of their time on social sites, that will also make it convenient for them to easily get connected to the company.
Your customers will have the same feedback experience
Since all the feedback channels can be accessed on one interface, it’s easy for the business to offer the same advice and solution across all channels. Therefore, the customers will have the same shopping experience and support. The solutions and guide on your business website will also be available on other online platforms, and even in your local store.
It adds value to your brand
Ensuring there is harmony between the design of your official website and other feedback platforms will enhance your brand and makes customers feel comfortable having business with you.
The brand color, logo and other information can be replicated across all the platforms, all in one place.
It will guide against brand identity clone
With the rate of cyber crimes getting high, brands are becoming victims. These scammers who create similar facebook, Twitter pages and websites similar to your and defraud your existing customers and potential clients will be discouraged.
This is because your customers will be able to see all your channels and network on your official website and it will be very easy to suspect scammers who parade themselves as your representatives or the business owner. It helps to increase sales and improve retention rate Omni-channel is far different from multi-channel. It’s not all about having several feedback mechanisms, and having them integrated, it’s about making each channel serving the same purpose as others.
For example, with Omnichannel support system, your customers can make inquiry online and when he gets to the physical store, such inquiry would already be known and solution can be provided instantly. You can book an order online and complete the transaction in physical store without starting the process all over again.
It saves a lot of time on the part of both the customers and the business, increases sales and improve retention with the wholesome experience having all channels working just as one for the customers.
To sum up
Omni-channel is what every customer wants, and if they want it, you need to provide it for them. If you don’t, your competitor will do.