Imagine this: you have a brand that sells houseware. One customer goes to your physical store to compare the options of mixers. When they finally make a decision, they place the order on your website. They receive it quickly, but after using the product for two weeks, it stops working.
They reach your chat service for assistance, and a chat operator promptly helps by asking the customer to conduct a few tests. Unfortunately, it is still not working, so the agent helps the customer to book an appointment at the physical store to check and eventually replace the product.
Companies decided to focus on omnichannel customer service like the one we just described. And that is because, in terms of customer interactions, it would define the perfect experience.
Did you ever catch yourself wondering why omnichannel is the future of customer interactivity? Then check it out! We will dive into the details below.
Being Omnichannel: What Does It Mean?
An omnichannel experience delivers a fully unified service for customers, independently from the channel they choose to communicate with your business. The main goal of an omnichannel strategy is to be where customer interactions are happening.
In other words, in an omnichannel strategy, if you lose connection in the middle of a live chat interaction, the next agent who has you will follow the service from where it started. Thereafter, offline and online go hand in hand – customers can start their journey online and finish in a physical store, and vice versa.
Moreover, through the analysis of this data, businesses can craft a seamless, personalized purchase journey. In this way, customers are more likely to become loyal to your business and shop again!
Omnichannel Versus Multichannel
Omnichannel is not about being on every single channel but on the ones relevant to your customer. Additionally, it is not to be mixed up with multichannel. In multichannel communication, brands are available in different channels as well. However, they have separate strategies for each channel.
You can find out more about the differences between multichannel and omnichannel here. And to learn more about how to deliver that perfect omnichannel experience, check this article.
Is Omnichannel Worth the Investment to Improve the Quality of Customer Interactivity?
For sure! Who would not love to have a perfect interaction with a brand every time they approached them?
Think about the last time you had to reach for customer service. Then ask your friends about it as well. Unfortunately, most people avoid doing it for the longest time because no one likes to wait. And many people still nurture the idea of customer service meaning long queues on the phone or waiting ages for an email response.
More than ever, it is urgent to change that mindset. The market evolved, and nowadays, we have an extensive range of different channels that can only help your business grow.
Omnichannel Service Is the Base of a Good Customer Experience
Not a single brand would go far without satisfied customers. Although it feels way too challenging, it is worth the time and investment to build a strategy focused on delivering the best customer experience.
Believe it or not, 64% of people find customer experience more important than price when placing an order. If someone had to wait in the phone line for more than 50 minutes before speaking to someone, it does not matter if the agent remaining on the end of the line is well prepared to handle the issue.
Therefore, customer interaction must be consistent across every touchpoint. For example, they might reach you because they look for a specific product or service, but they can easily give up if one (or multiple) steps of their customer journey feels somehow ruined.
Why Is Omnichannel so Good For Customer Interactivity?
With omnichannel customer interactivity, businesses can easily find ways to deliver flawless customer experiences. From pre-purchase to post-purchase! It’s vital to cultivate success and be one step ahead of the competition.
Do you feel like discovering how we can help you craft the perfect omnichannel customer service? Click here to learn more!
