Before we get into the main focus of this article, let’s get this straight: what exactly is an omnichannel customer experience?
An omnichannel customer experience is all about making your customers’ experience the best it can be, by making it absolutely seamless across all engagement channels. How it works, essentially, is that it integrates multiple channels into one platform, such that a customer’s individual data on different channels would be accessible on the same interface. That makes it easy for customer service agents to view past given information and work with it, instead of having the customer repeat their problems all over again.
Here’s an example: Customer A outlines a problem or question to a company’s web chat. He or she also sends in their email address and their product serial key. Then, they decide to call customer service instead, who is able to refer to the information customer A had given earlier. This saves Customer A the hassle of repeating themselves to the agent, and gives them more time to focus on solving the problem.
Now you’re thinking: okay, that sounds interesting, but just what will it do for my business? Is it worth investing in?
Look no further – here are five benefits of providing an omnichannel customer experience, that are bound to convince you to go in for the kill.
1. Convenience of access
An omnichannel customer experience, quite obviously, will give your customers a number of different channels for them to contact your helpdesk. From Instagram, Facebook, WhatsApp, Wechat – you name it, they can use it. (Those that your helpdesk has expanded to, of course)
The more channels you’re able to manage, the more convenient it is for your customers to contact you with whatever they have on hand. Whether they’re on the go or in the office, it’s only a matter of a few seconds and a few buttons to press before they’ve gotten the help they need. Your customers are able to reach out to you from where they’re most comfortable, from where they already are. That provides them with the best customer experience, no matter where they are.
Here at Moobidesk, we’ve made omnichannel customer service management as simple as it can be. We have 12 channels for you to choose from, so that you can have only those that are the best suited for your business. You’ll be able to access all these channels from just one user-friendly interface – it doesn’t get easier than that, trust us.
2. Streamlined customer service
As mentioned before, omnichannel customer service works in such a way that any information a customer has mentioned on any channel is recorded down and stored in a database. This way, customers are provided with a seamless experience, in which no matter which channel they switch to or are transferred to, it will seem as if they were speaking to just one customer service agent all along. They won’t have to repeat any information, which saves them both time and effort and makes the whole process much faster. This speed benefits not only the customer, but also your helpdesk – both parties will have more time to do more important things.
Chatbots play a huge role in ensuring the speed of omnichannel customer service too. The Moobidesk chatbot helps you answer simple and frequently asked questions in an instant, leaving your helpdesk time to tackle the bigger problems. When it gets a little too complex for the chatbot, it seamlessly transfers your customer to a live agent.
3. Happier customers
The statistics don’t lie – current customer service experiences just don’t cut it. According to Accenture, 89% of customers get frustrated having to repeat their issues to multiple representatives. SDL has also found that 90% of customers expect consistent interactions across channels. These are problems that can be solved easily by providing an omnichannel customer experience.
With an omnichannel customer experience, customers won’t have to repeat anything at all; consistent interactions are guaranteed, across any platform. It’s been proven that it works, too – Aberdeen Group has found that 23X higher rates of customer satisfaction are experienced by companies with omnichannel strategies, and 89% of customers are retained by companies with omnichannel engagement strategies (Invesp).
4. Improve your business performance
Omnichannel customer service allows you to collect and store individual user data into one database with ease. You’ll be able to analyse this data and figure out if there’s any areas that you need to improve on, and possibly understand your customers better so that you can provide them with the best experience possible.
Having a unified database makes it easy for you to come up with solutions to your existing problems, or come up with charts and numbers for your team to work with. That’ll help you take little steps to make your customers’ experience just a little bit better, and to make your business as a whole improve.
5. Easier time for customer service agents
Omnichannel customer service might sound like an added burden to you – especially to your customer service agents. More service channels doesn’t necessarily mean more work, though – not with Moobidesk, at least. It actually becomes way easier for them.
As mentioned before, the Moobidesk chatbot answers simple and repetitive queries instantly, saving your contact agents time and taking over the mundane tasks. Other than the chatbot, we also have an automated smart response suggestion system, which analyses the incoming messages from customers and suggests the best answer to your agents. Not only does it save time, but it also reduces the likelihood of human error. As a whole, Moobidesk improves your helpdesk immensely, without needing you or your agents to put in extra effort.
Engage your customers with an omnichannel experience
An omnichannel customer experience doesn’t just benefit your customers, it benefits your business as well. It’s no longer a ‘want’, or an ‘ideal’ to have it anymore – to see your business grow to its full potential, going omnichannel with your helpdesk is an essential step.