✕
  • Inbound Calling
    • 24 7 Answering Service
    • Virtual Receptionist Service
    • Phone Answering Service
    • Customer Support Outsourcing
    • Outsourced Technical Support
    • Omnichannel Contact Center
    • Multilingual Call Center Services
  • Outbound Calling
    • Telemarketing Services
    • Lead Generation Services
    • Appointment Setting Services
    • Cold Calling Services
    • Outsource Telesales
    • Market Research Services
    • Survey Processing Services
  • BPO Services
    • Accounts Receivable Services
    • Accounts Payable Services
    • Back Office Services
    • Call Center Outsourcing Services
    • Certificate Intelligent Document Processing
    • Community Moderation Services
    • Data Management Services
    • Debt Collection Services
    • Loan Processing Call Center
    • Outsource Form Processing Services
    • Recruitment Process Outsourcing
    • Staff Leasing Services
    • Virtual Assistant Services
  • Industry
    • Healthcare BPO Support Services
    • Legal Outsourcing Services
    • BPO Real Estate Services
    • Insurance BPO Services
    • Retail Outsourcing Services
    • eCommerce Outsourcing Service
    • Mobile App Customer Support
    • HR Outsourcing Services
    • 3D Rendering Services
    • Travel Outsourcing Services
    • Telecom BPO Services
    • Education Process Outsourcing
    • eServices Call Center
  • Content Hub
    • Blog
    • Resources
  • About
    • Facilities
    • Sample Recordings
    • Message From The CEO
    • Management Team
  • Contact Us
Magellan Logo w Tagline
✕
Magellan Logo w Tagline Header
  • Inbound Calling
    • 24 / 7 Answering Service
    • Virtual Receptionist Service
    • Phone Answering Service
    • Customer Support Outsourcing
    • Outsourced Technical Support
    • Omnichannel Contact Center
    • Multilingual Call Center Services
  • Outbound Calling
    • Telemarketing Services
    • Lead Generation Services
    • Appointment Setting Services
    • Cold Calling Services
    • Outsource Telesales
    • Market Research Services
    • Survey Processing Services
  • BPO Services
    • Accounts Receivable Services
    • Accounts Payable Services
    • Back Office Services
    • Call Center Outsourcing Services
    • Certificate Intelligent Document Processing
    • Community Moderation Services
    • Data Management Services
    • Debt Collection Services
    • Loan Processing Call Center
    • Outsource Form Processing Services
    • Recruitment Process Outsourcing
    • Staff Leasing Services
    • Virtual Assistant Services
  • Industry
    • Healthcare BPO Support Services
    • Legal Outsourcing Services
    • BPO Real Estate Services
    • Insurance BPO Services
    • Retail Outsourcing Services
    • eCommerce Outsourcing Services
    • Mobile App Customer Support
    • HR Outsourcing Services
    • 3D Rendering Services
    • Travel Outsourcing Services
    • Telecom BPO Services
    • Education Process Outsourcing
    • eServices Call Center
  • Content Hub
    • Blog
    • Resources
  • About
    • Facilities
    • Sample Recordings
    • Message From The CEO
    • Management Team
  • Contact Us
✕
  • Inbound Calling
    • 24 7 Answering Service
    • Virtual Receptionist Service
    • Phone Answering Service
    • Customer Support Outsourcing
    • Outsourced Technical Support
    • Omnichannel Contact Center
    • Multilingual Call Center Services
  • Outbound Calling
    • Telemarketing Services
    • Lead Generation Services
    • Appointment Setting Services
    • Cold Calling Services
    • Outsource Telesales
    • Market Research Services
    • Survey Processing Services
  • BPO Services
    • Accounts Receivable Services
    • Accounts Payable Services
    • Back Office Services
    • Call Center Outsourcing Services
    • Certificate Intelligent Document Processing
    • Community Moderation Services
    • Data Management Services
    • Debt Collection Services
    • Loan Processing Call Center
    • Outsource Form Processing Services
    • Recruitment Process Outsourcing
    • Staff Leasing Services
    • Virtual Assistant Services
  • Industry
    • Healthcare BPO Support Services
    • Legal Outsourcing Services
    • BPO Real Estate Services
    • Insurance BPO Services
    • Retail Outsourcing Services
    • eCommerce Outsourcing Service
    • Mobile App Customer Support
    • HR Outsourcing Services
    • 3D Rendering Services
    • Travel Outsourcing Services
    • Telecom BPO Services
    • Education Process Outsourcing
    • eServices Call Center
  • Content Hub
    • Blog
    • Resources
  • About
    • Facilities
    • Sample Recordings
    • Message From The CEO
    • Management Team
  • Contact Us
✕
✕
  • Inbound Calling
    • 24 7 Answering Service
    • Virtual Receptionist Service
    • Phone Answering Service
    • Customer Support Outsourcing
    • Outsourced Technical Support
    • Omnichannel Contact Center
    • Multilingual Call Center Services
  • Outbound Calling
    • Telemarketing Services
    • Lead Generation Services
    • Appointment Setting Services
    • Cold Calling Services
    • Outsource Telesales
    • Market Research Services
    • Survey Processing Services
  • BPO Services
    • Accounts Receivable Services
    • Accounts Payable Services
    • Back Office Services
    • Call Center Outsourcing Services
    • Certificate Intelligent Document Processing
    • Community Moderation Services
    • Data Management Services
    • Debt Collection Services
    • Loan Processing Call Center
    • Outsource Form Processing Services
    • Recruitment Process Outsourcing
    • Staff Leasing Services
    • Virtual Assistant Services
  • Industry
    • Healthcare BPO Support Services
    • Legal Outsourcing Services
    • BPO Real Estate Services
    • Insurance BPO Services
    • Retail Outsourcing Services
    • eCommerce Outsourcing Service
    • Mobile App Customer Support
    • HR Outsourcing Services
    • 3D Rendering Services
    • Travel Outsourcing Services
    • Telecom BPO Services
    • Education Process Outsourcing
    • eServices Call Center
  • Content Hub
    • Blog
    • Resources
  • About
    • Facilities
    • Sample Recordings
    • Message From The CEO
    • Management Team
  • Contact Us
Magellan Logo w Tagline
✕
Magellan Logo w Tagline Header
  • Inbound Calling
    • 24 / 7 Answering Service
    • Virtual Receptionist Service
    • Phone Answering Service
    • Customer Support Outsourcing
    • Outsourced Technical Support
    • Omnichannel Contact Center
    • Multilingual Call Center Services
  • Outbound Calling
    • Telemarketing Services
    • Lead Generation Services
    • Appointment Setting Services
    • Cold Calling Services
    • Outsource Telesales
    • Market Research Services
    • Survey Processing Services
  • BPO Services
    • Accounts Receivable Services
    • Accounts Payable Services
    • Back Office Services
    • Call Center Outsourcing Services
    • Certificate Intelligent Document Processing
    • Community Moderation Services
    • Data Management Services
    • Debt Collection Services
    • Loan Processing Call Center
    • Outsource Form Processing Services
    • Recruitment Process Outsourcing
    • Staff Leasing Services
    • Virtual Assistant Services
  • Industry
    • Healthcare BPO Support Services
    • Legal Outsourcing Services
    • BPO Real Estate Services
    • Insurance BPO Services
    • Retail Outsourcing Services
    • eCommerce Outsourcing Services
    • Mobile App Customer Support
    • HR Outsourcing Services
    • 3D Rendering Services
    • Travel Outsourcing Services
    • Telecom BPO Services
    • Education Process Outsourcing
    • eServices Call Center
  • Content Hub
    • Blog
    • Resources
  • About
    • Facilities
    • Sample Recordings
    • Message From The CEO
    • Management Team
  • Contact Us
✕
  • Inbound Calling
    • 24 7 Answering Service
    • Virtual Receptionist Service
    • Phone Answering Service
    • Customer Support Outsourcing
    • Outsourced Technical Support
    • Omnichannel Contact Center
    • Multilingual Call Center Services
  • Outbound Calling
    • Telemarketing Services
    • Lead Generation Services
    • Appointment Setting Services
    • Cold Calling Services
    • Outsource Telesales
    • Market Research Services
    • Survey Processing Services
  • BPO Services
    • Accounts Receivable Services
    • Accounts Payable Services
    • Back Office Services
    • Call Center Outsourcing Services
    • Certificate Intelligent Document Processing
    • Community Moderation Services
    • Data Management Services
    • Debt Collection Services
    • Loan Processing Call Center
    • Outsource Form Processing Services
    • Recruitment Process Outsourcing
    • Staff Leasing Services
    • Virtual Assistant Services
  • Industry
    • Healthcare BPO Support Services
    • Legal Outsourcing Services
    • BPO Real Estate Services
    • Insurance BPO Services
    • Retail Outsourcing Services
    • eCommerce Outsourcing Service
    • Mobile App Customer Support
    • HR Outsourcing Services
    • 3D Rendering Services
    • Travel Outsourcing Services
    • Telecom BPO Services
    • Education Process Outsourcing
    • eServices Call Center
  • Content Hub
    • Blog
    • Resources
  • About
    • Facilities
    • Sample Recordings
    • Message From The CEO
    • Management Team
  • Contact Us
✕
magellan solutions
MS 2018 Year In Review: Level Up!
e-commerce customer service
eCommerce Customer Service Helps Retailers Achieve Profits Long-Term

How To Enhance Customer Experience Through Omnichannels

enhance customer experience

enhance customer experience

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:

 

What is an Omnichannel BPO?

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.

 

The Importance of Offering Omnichannel Support

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.

 

Enhance Customer Experience via Five Channels

 

Phone calls

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.

 

Emails

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.

 

SMS

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.

 

Webchat

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.

 

Social media

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:

 

Create a seamless experience

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.

 

Make sure your staff is fully-equipped

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.

 

Have a dedicated team or agent for each channel

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.

 

Outsource to the Leading BPO in the Philippines

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!

Share this:

  • Click to share on Twitter (Opens in new window)
  • Click to share on Facebook (Opens in new window)
  • Click to share on LinkedIn (Opens in new window)
  • Click to share on Skype (Opens in new window)
  • Click to share on WhatsApp (Opens in new window)
Magellan Solutions
Magellan Solutions

Related posts

October 28, 2022

Outsourcing to the Philippines: a Good Place to Begin Your Startup


Read more - Outsourcing to the Philippines: a Good Place to Begin Your Startup
Ways to Outsource Customer Service banner
December 9, 2021

Ways to Outsource Customer Service


Read more - Ways to Outsource Customer Service
A blog banner by Magellan Solutions titled 4 Reasons Why Phone Answering Service Is A Must For These 5 Industries
September 28, 2021

4 Reasons Why Phone Answering Service Is A Must For These 5 Industries


Read more - 4 Reasons Why Phone Answering Service Is A Must For These 5 Industries
A blog banner by Magellan Solutions titled How Cold Email Compliments Cold Calling Service
September 21, 2021

How Cold Email Compliments Cold Calling Service


Read more - How Cold Email Compliments Cold Calling Service
A blog banner by Magellan Solutions titled Guide To Transformative Omnichannel Contact Center For SMEs
September 9, 2021

Guide To Transformative Omnichannel Contact Center For SMEs


Read more - Guide To Transformative Omnichannel Contact Center For SMEs
A blog banner by Magellan Solutions titled 9 Tips to Hiring the Best Phone Answering Service
September 7, 2021

9 Tips to Hiring the Best Phone Answering Service


Read more - 9 Tips to Hiring the Best Phone Answering Service

Magellan Solutions Outsourcing, Inc

Arrow Divider Footer min

California – USA (West Coast)

100 Old Country Road Suite H, Brisbane, CA

94005, United States

Florida – USA (East Coast)

1900 South Harbor City Blvd, (East Coast Division)

Suite 300 Box 48, Melbourne, FL 32901

Philippines – APAC

PB Mezzanine Floor, Summit One Tower 530 Shaw

Boulevard, Mandaluyong City, Metro Manila 1552

Philippines – APAC

8th floor, Centris Cyberpod 5 ETON Loop A, Diliman,

Quezon City, Metro Manila 1103

US: +1 650 204 3191
UK: +44 8082 803 175
AU: +61 1800 247 724
hello@magellan-solutions.com

Industries

  • Outsourcing for 3D Service BPO

  • Outsourcing for Insurance BPO

  • Outsourcing for Education BPO

  • Outsourcing for Legal Process BPO

  • Outsourcing for eCommerce BPO

  • Outsourcing for Mobile App BPO

  • Outsourcing for eServices BPO

  • Outsourcing for Telecom BPO

  • Outsourcing for Healthcare BPO

  • Outsourcing for Travel BPO

  • Outsourcing for HR Services BPO

  • Outsourcing for Retail BPO

  • Outsourcing for Real Estate BPO

    Call Center Outsourcing & BPO Services

    Arrow Divider Footer min
    • 24/7 Answering Service
    • Omnichannel Contact Center
    • Customer Support Outsourcing
    • Multilingual Call Center Services
    • Lead Generation Services
    • Cold Calling Services
    • Interactive Voice Response System
    • Staff Leasing
    • Back Office Services
    • Community Moderation Services
    • Virtual Assistant Services

    Quick Links

    • About Us
    • Sample Call Recordings
    • News & Blog
    • Resources
    • Our BPO & Call Center Facilities
    • Message from the CEO
    • Privacy Policy

    Associations



    Magellan Solutions Outsourcing, Inc

    Arrow Divider Footer min

    California – USA (West Coast)

    100 Old Country Road Suite H, Brisbane, CA 94005, United States

    Florida – USA (East Coast)

    1900 South Harbor City Blvd, (East Coast Division) Suite 300 Box 48, Melbourne, FL 32901

    Philippines – APAC

    PB Mezzanine Floor, Summit One Tower 530 Shaw Boulevard, Mandaluyong City, Metro Manila 1552

    Philippines – APAC

    8th floor, Centris Cyberpod 5 ETON Loop A, Diliman, Quezon City, Metro Manila 1103

    US: +1 650 204 3191
    UK: +44 8082 803 175
    AU: +61 1800 247 724
    hello@magellan-solutions.com

    Quick Links

    • About Us
    • Sample Call Recordings
    • News & Blog
    • Resources
    • Our BPO & Call Center Facilities
    • Message from the CEO
    • Privacy Policy

    Industries

    • Outsourcing for 3D Service BPO
    • Outsourcing for Education BPO
    • Outsourcing for eCommerce BPO
    • Outsourcing for eServices BPO
    • Outsourcing for Healthcare BPO
    • Outsourcing for HR Service BPO
    • Outsourcing for Insurance BPO
    • Outsourcing for Legal Process BPO
    • Outsourcing for Mobile App BPO
    • Outsourcing for Telecom BPO
    • Outsourcing for Travel BPO
    • Outsourcing for Retail BPO
    • Outsourcing for Real Estate BPO

    Call Center Outsourcing & BPO Services

    Arrow Divider Footer min
    • 24/7 Answering Service
    • Omnichannel Contact Center
    • Customer Support Outsourcing
    • Multilingual Call Center Services
    • Lead Generation Services
    • Cold Calling Services
    • Interactive Voice Response System
    • Staff Leasing
    • Back Office Services
    • Community Moderation Services
    • Virtual Assistant Services

    Associations




    © Magellan Solutions, Inc. 2003 - 2023. All Rights Reserved.

    We use cookies on our website to give you the most relevant experience by remembering your preferences and repeat visits. By clicking “Accept”, you consent to the use of ALL the cookies.
    .
    SettingsI ACCEPT
    Privacy & Cookies Policy

    Privacy Overview

    This website uses cookies to improve your experience while you navigate through the website. Out of these cookies, the cookies that are categorized as necessary are stored on your browser as they are essential for the working of basic functionalities of the website. We also use third-party cookies that help us analyze and understand how you use this website. These cookies will be stored in your browser only with your consent. You also have the option to opt-out of these cookies. But opting out of some of these cookies may have an effect on your browsing experience.
    Necessary
    Always Enabled
    Necessary cookies are absolutely essential for the website to function properly. This category only includes cookies that ensures basic functionalities and security features of the website. These cookies do not store any personal information.
    Functional
    Functional cookies help to perform certain functionalities like sharing the content of the website on social media platforms, collect feedbacks, and other third-party features.
    Performance
    Performance cookies are used to understand and analyze the key performance indexes of the website which helps in delivering a better user experience for the visitors.
    Analytics
    Analytical cookies are used to understand how visitors interact with the website. These cookies help provide information on metrics the number of visitors, bounce rate, traffic source, etc.
    CookieDurationDescription
    _ga2 yearsThe _ga cookie, installed by Google Analytics, calculates visitor, session and campaign data and also keeps track of site usage for the site's analytics report. The cookie stores information anonymously and assigns a randomly generated number to recognize unique visitors.
    _ga_EL2X6L0QDM2 yearsThis cookie is installed by Google Analytics.
    _gat_gtag_UA_6034499_11 minuteSet by Google to distinguish users.
    _gcl_au3 monthsProvided by Google Tag Manager to experiment advertisement efficiency of websites using their services.
    _gid1 dayInstalled by Google Analytics, _gid cookie stores information on how visitors use a website, while also creating an analytics report of the website's performance. Some of the data that are collected include the number of visitors, their source, and the pages they visit anonymously.
    Advertisement
    Advertisement cookies are used to provide visitors with relevant ads and marketing campaigns. These cookies track visitors across websites and collect information to provide customized ads.
    CookieDurationDescription
    test_cookie15 minutesThe test_cookie is set by doubleclick.net and is used to determine if the user's browser supports cookies.
    Others
    Other uncategorized cookies are those that are being analyzed and have not been classified into a category as yet.
    SAVE & ACCEPT
    Powered by CookieYes Logo