If you had to choose between a different provider for each customer service channel, or one platform for multiple services, you will most likely choose the last one. The customers’ need in this day and age is mostly convenience and efficiency. With this one-stop-strategy, you gain loyalty, as well as revenue.
In this article you will read all the ins and outs about the one stop customer service solution.
Pros and Cons
With this one stop solution, you have everything under one roof. This strategy can be very efficient for the customer, and provide more insights into the business. But on the other hand, it can also limit the possibilities. Read all about the pros and cons below.
Convenience
For customers, it saves time to deal with a single company, instead of several. If you have all customer service channels under one platform, it’s easier for the provider to tailor their services to your needs. That’s because they will have more insights into your business.
More Trust From Both Sides
If a customer has everything within the same company, and he or she is satisfied with it, you can build more loyalty with them. This makes the chances smaller that a customer goes to another company that is just a little bit cheaper. Research shows that 52% of consumers prefer to buy from brands they are loyal to. So loyalty usually means more sales. Good customer service software can help you get more loyal customers, and grow your business.
Hard to Excel
The downside of a one stop customer service can be that if you offer many different services, you can’t excel at every one of them. The services will probably all be good. But they may not be as good as if they were offered by professionals who only have that one service. However, it doesn’t always have to be that way.
Which Channels?
Consumers are not concerned with a term like omnichannel, but businesses certainly should be. An all-in-one streamlined customer service will have many benefits for the success of your business.
Of course, this leaves you wondering which channels to use for this one stop service strategy. The best thing to do is to use all the channels that your customer uses. Below is a list of the channels you can implement.
- Phone. Even though phone service is becoming less popular, the traditional phone call remains an effective way of finding solutions to certain customer questions. Or more complex problems.
- Email. Email is a standard customer service channel that is, like the phone, still used a lot. Especially by the older generation. You do have to keep in mind that it’s important that you respond to a customer within 24 hours.
- Live Chat. Customer problems can be solved quickly and in real time, using the chat function on the website. For 41% of consumers, Live Chat is the preferred communication channel for reaching customer service.
- Social media and messaging apps. The number of channels on which you can send messages has grown enormously. Think of WhatsApp, Facebook Messenger and Instagram. This allows customers to contact you through the same channels they use to communicate with family and friends.
No matter how big or small your business is, having multiple customer service channels is an absolute must for any organisation. And having all these channels in one platform can save you a lot of time and money. Still looking for a provider for your one stop customer service solution? Look no further, and check out what we have to offer at Conversation24!
