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?
Customers now expect brands to be accessible through several channels, including:
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 services will still be part of the omnichannel call center.
Emails – Customers send emails for concerns that don’t require an instantaneous response. They may send questions or feedback, and email agents are expected to craft an appropriate response. For routine or common inquiries, companies may rely on automated responses, which save time and money. Email support 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 – 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 provide top-notch customer service, here are a few things to keep in mind:
1. 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.
2. Make sure your staff is fully equipped – Your agents should have a good understanding of each channel 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.
3. 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 transition to an omnichannel call center, consider outsourcing. Offshore hubs like the Philippines are known for the caliber of their service providers. Talk to us today to get started.