Just when you thought you had your customer service game down pat, the landscape changes. In a world where customers have quick access to large amounts of information and multitudes of communication channels, how do you keep up with their growing demands and create positive customer experience each time? One of the best ways to enhance customer experience is to try an omni channel call center.
Customers now expect brands to be accessible through several channels. Good thing, omnichannel outsourcing can help you excellent customer service using the most convenient methods:
Many industries, including BPOs, have incorporated or are incorporating omnichannel support or customer experience, and BPOs are no strangers to this. The value proposition for business process outsourcing (BPO), which was previously centered on labor arbitrage and economies of scale, has evolved to meet the needs of the omnichannel customer.
It makes no difference whether a BPO’s clientele consists of marquee customers, top-labels, or any other type of clientele; all are influenced by consumer behavior, feedback, and opinion. As a result, business process outsourcing (BPO) providers are evolving into omnichannel contact centers in order to develop a more comprehensive arsenal of communication tools – voice, email, SMS, IVR, web chat, social media, and so on. This triggered the shift from being channel-focused to creating an ecosystem of channels in which channels become irrelevant and only the overall customer experience is considered.
We were already on the path to becoming a digital-only society, but social distancing has accelerated the process significantly. In the face of a global pandemic, brands needed to be able to connect with their customers in a variety of ways. Businesses that adopted an omnichannel strategy have reaped the benefits by rising to the top of their respective industries.
Companies with extremely strong omnichannel customer engagement retain on average 89 percent of their customers, compared to only 33 percent of customers who are served by companies with weak omnichannel customer engagement, according to the data collected.
An analysis by Zendesk found that more than 35% of customers expect to be able contact the same customer service representative regardless of the channel through which they communicate. It’s also important to remember that different demographic groups have different preferred methods of communication.
Take, for example, Generation Z, which includes people born around or after 1997 and who are quickly becoming one of the largest spending groups in the country and the customers of the future to whom we must appeal. Averaging 6 hours per day online, Generation Z is the largest group of people who use the most recent social media platforms such as WhatsApp and Instagram.
This makes it imperative that you conduct an audience analysis and learn about the communication channels that they prefer to employ. By providing a variety of contact options, you make it easier for them to get in touch with you and for you to build relationships with your customers.
Additionally, according to recent data, companies that provide omnichannel customer support experience an 89 percent higher rate of customer retention and satisfaction than those that do not provide such services.
The goal of omnichannel service is to make customers’ lives easier from beginning to end, eliminating any friction they may experience while interacting with a brand. Customer satisfaction as a result of this is increased. Providing a holistic eco-system for your customers to exist and engage with your brand at their convenience is made possible by reducing customer effort, dependency, and time across all brand interactions.
There are customers who still prefer to make phone calls when there are issues, particularly if the issues in question are critical. For this reason, voice outsourcing services will remain as part of a company’s omnichannel communication.
Customers send emails for concerns that don’t require an instantaneous response. They may send questions or feedback, and agents are expected to craft an appropriate response. For routine or common inquiries, companies may rely on automated responses, which save time and money. It also helps companies collect customers’ email addresses for future use.
Texting can be automated, and it gives customers a direct link to your company from their mobile phones. SMS has become increasingly important in customer relationships as more customers use it as the main form of communicating.
Customers appreciate the instantaneous and conversational nature of web chat. It’s particularly useful for resolving issues that require the customer and the agent to share a screen.
IT and digital marketing are so important today. Social media is an excellent tool for building brand ambassadors. Customers are likely to share positive experiences and praise their favorite brands on platforms like Facebook, Twitter, and Instagram.
But it’s not enough for you to have a strong presence on these channels. If you want to enhance customer experience, here are a few things to keep in mind:
In order to do this, you’ll have to be consistent and responsive across multiple channels. Many customers switch from SMS to email to social media depending on what’s convenient, and you should be able to keep up.
Moreover, you need to retain any information you’ve gathered from previous interactions so that you can pull them up when a customer makes contact with you again. Customers will appreciate your capacity to hold their information because they won’t have to go through the whole process of providing agents with personal details.
Your agents should have a good understanding of each multi channel services strategies and how they differ from one another. For instance, customers expect to receive quick responses to calls and web chat, but not so with emails. They should be able to adapt to the idiosyncrasies of each channel and use the appropriate approach.
While it’s tempting to maximize your resources and have our agents handle multiple channels, it’s ideal to assign a channel to specific teams or agents. This prevents confusion and helps your agents focus better.
If you want to deliver superior customer service consider call center outsourcing to offshore hubs like the Philippine where affordable call center services are everywhere.
Magellan Solutions is the leading SME-focused BPO among all outsourcing companies in the Philippines.
With over 18 years of industry experience, we offer high-quality customer service support and call center services. On top of that, we are a certified ISO 27001:2013 and HIPAA-compliant company.
Contact us now, and we will discuss with you how we can help your business succeed. Complete the contact form below and talk to us for free!