Using Omni-Channel Customer Support is Beneficial for your Business! Here are Some Tips to Enhance It

1. Omni-Channel Customer Support is Beneficial for your Business! Here are Some Tips to Enhance It

2. Introduction • Omni-channel is a multichannel approach to sales that seeks to give the customer a flawless experience whether the customer is shopping online or in a bricks and mortar store.  • Omni-channel customer support allows the customer to initiate an activity in one channel, and seamlessly shift to another. • Omni-channel competence are particularly appropriate in the mobile environment – the mobile customer is used to continue dialogs via text, voice, social and instant-messaging channels, and having constant access to information.

3. Enhance Omni-Channel Customer Support • Use Live-Chat Wisely • Choose Best Call Center Software • Use Emails Effectively • Work in an Organized Manner • Use Swift Technology

4. Use Live-Chats Wisely • A customer generally opts for live chat because they do not want to be kept on hold. • That’s why you need to ensure that the chat is responded within thirty seconds. • You can use an assessment to check the speed and the quality of your service • If a Customer sends a message on Chat but it remains unanswered for few minutes, then the chances are there that he won’t come back to you.

5. Choose Best Call Center Software • Call Center Solutionenables you to use metrics and software that allow you to see where your customers are. • It helps in identifying the top prospects that would be bringing in a lot of business. • You would have some lucrative marketing solutions which allow you to stretch out to more number of customers. • This is where Omni-channel support comes in useful. • If you’ve identified your target audience, you’ll know which channel would be optimum.

6. Utilize Emails Effectively • Emailsare quite common when it comes to customer care. • Statistics and surveys show that most customers would rather send an email to the customer care than actually call them up. • That’s primarily because it saves a lot of time and most people feel they can convey themselves better in writing. • If you’re having the email option, you should make it a point to answer your mails within a couple of hours. • Also, ensure your mails are personalized.

7. Work in an Organized Manner • Working in an organized manner is of key importance in this case. • At call centers, you won’t have a separate group of agents for attending calls and emails. • Each agent would have to reply to mails, receive phone calls, and answer live chat messages and so on. • It can get very easy to go haywire and even get distracted. • Multitasking is one skill you’ll have to work on in that case. • You’re going to have to learn how to go around the workload and work in an organized fashion. • That way, you’ll be able to finish all your tasks in a short period of time.

8. Using Swift Technology • Your customers should be able to switch between platforms. • When they come up to you, you’re already giving them the chance to select the platform they are comfortable with. • Now, you should permit them to switch between platforms if the need arises. • For example, if a customer is unable to communicate properly through emails, he or she should feel free to call you up and explain. • Thecontact center reporting software that you’re using should be flexible to make things easier for your customer.

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