- Benefits belonging to consistent service quality
- What is omni-channel customer service?
- Omni-channel customer service best practices
The way that companies handle customer service has changed dramatically within recent years.
More than a decade ago, there were only two ways towards contact a company – via phone alternatively through fax (remember fax machines?)
Today, you can take your pick; phone, email, live chat, SMS plus social media. The list appears endless.
The challenge due to many companies is not only for be accessible within these channels, what is important, yet because of those channels towards deliver consistent plus an integrated service quality.
According for Aberdeen Group , companies that provide a consistent service quality over multiple channels retain 89% belonging to their customers , on the other hand companies that do not provide a consistent quality are only able for retain 33%.
A consistent service quality through multiple channels will significantly impact company revenue.
And this is for what reason more companies are investing inside omni-channel customer service!
What is omni-channel customer service?
Omni-channel customer service integrates text, social, email plus instant messaging for provide a unified brand experience therefore that customer can switch amidst multiple channels yet still experience quality associated with service.
Omni-channel customer support gives you the opportunity for serve your clients inside a variety associated with ways that are not only convenient as well as effective, yet boost your brand’s image as well as credibility.
And at the time you look on stats resembling Accenture’s finding that 89% belonging to consumers experience frustration in having for repeat their questions towards multiple customer service reps, you see the value inside perfecting omni-channel integration.
Omni-channel customer service best practices
In this blog post, we share 7 best practice tips due to building an excellent omni-channel service strategy.
Let’s dive right in!
1. People expect good mobile services
It’s no secret that mobile is huge .
More people are searching atop mobile as well as buying atop mobile. Therefore, it only makes sense that they’re in addition seeking customer service support atop their mobiles.
Unfortunately, businesses aren’t keeping up accompanied by customer expectations belonging to their mobile engagement. 90% belonging to customers say their customer service experience atop mobile was negative. And the same study found that 52% belonging to customers say that a poor mobile experience makes them less inclined for do business together with a company.
The top complaint associated with customers searching due to customer service atop a mobile site is “incorrect display/difficult for navigate”. Slow loading times in addition frustrate customers looking due to information.
This means businesses that haven’t optimized their websites due to mobile use are losing outwards towards companies whom have.
Bottom line: make sure your customer service plus support pages are mobile-friendly.
2. Improve your social media response times
Social media can be a great customer service tool, resulting inside high customer satisfaction rates. However, many brands fail for understand customer’s expectations whenever it comes for providing customer service by means of social listening .
There’s a gap amidst at the time customers expect an answer subsequent to initiating contact plus whenever businesses are actually responding. 32% associated with clients want an answer inside 30 minutes as well as 57% associated with these clients expect the same turnaround on top of nights plus weekends.
But the average response time due to leading businesses is 157 minutes . The percentage associated with businesses whose respond inside the expected 30 minutes time frame is only 8%. And a full 12% associated with businesses don’t respond towards customer messages on top of social media on all!
If you ignore social media communications stemming from their clients alternatively fail for prioritize response speed, you can expect increased churn rates associated with up towards 15% due towards customer frustration.
According for a survey via Conversocial , slow responses are regarded even more negatively via customers than at the time a business doesn’t respond in all.
Increasing speed doesn’t only reduce churn ; it results within a positive experience because of the customer. In one study that looked in airlines responding towards clients on top of Twitter, a response for a tweet that came within beneath 6 minutes resulted within a client being willing for pay almost $20 more .
Reducing response times on top of social media plus training employees towards provide quick as well as effective solutions can significantly improve your customer relationships .
3. Self-service is the new customer service
More as well as more customers expect businesses for make it easy due to them for solve their customer service issues themselves.
Being able for look up an answer as well as fix the problem atop their own time lacking having towards contact a customer service representative makes it really convenient. In fact, nearly three quarters associated with consumers prefer for use a business’ website for find a solution vs. other service channels.
There are lots associated with ways towards help customers find solutions accompanied by a comprehensive FAQs page being the most widely implemented self-service channel .
Even provided that customers can’t find the answer themselves as well as need towards contact a representative, the availability belonging to reliable information helps facilitate the customer experience .
This reduces the amount associated with time it takes the customer service agent for solve the problem as well as the number associated with times a customer needs towards contact customer service.
The result? Higher customer satisfaction plus lower overall costs for the company.
4. SMS works over industries
Texting is a popular customer service platform because of many industries. From placing to-go orders together with restaurants via text towards booking appointments as well as sending appointment reminders for responding for insurance claims via mobile, SMS is extremely versatile .
Banks have found text messaging for be a perfect channel due to sending alerts for clients concerning possible account fraud. The immediacy belonging to SMS makes it ideal because of urgent situations resembling that.
Likewise, whenever a client wants towards reach outside for a customer support agent, 52% belonging to surveyed consumers said they would resembling towards have the ability for do hence via text message. While 47% said that texting would improve their overall customer service satisfaction.
In addition, research via Single Point found that 99% associated with all text messages are read!
If you want for reach your customers, then using SMS is an extremely effective way just as 90% associated with all incoming text messages are ready inside the first 3 minutes!
It should in addition be no surprise that the generation whom shuns phone calls as well as voice-mails (millennials) is in addition the one that most enthusiastically embraces text just as a customer service channel .
5. Live chat can improve sales
Live chat is a very popular form belonging to customer service accompanied by 63% associated with visitors being more likely for revisit a site that offers live chat. And 44% associated with consumers report that being able for get answers towards their questions while a purchase is one associated with the most important features a website should offer.
The ability for access help quickly plus conveniently alleviates customer frustration. In fact, no hold times plus convenience were slated similarly to the top two reasons customers prefer live chat inside a survey via Software Advice.
Besides being an effective channel due to customer service, live chat can improve sales. As customer support agents walk clients via a particular issue, they may be able towards identify products alternatively services that would be useful towards them.
So not only does live chat benefit your business through reducing bounce rates, it in addition helps customer service reps upsell for clients.
Professional customer service agents together with extensive knowledge belonging to the brand’s products plus services can use live chat towards provide a positive customer experience plus boost sales.
6. Email is still a customer service leader
Don’t discount email just as it’s not a shiny new marketing toy.
Email still works plus works very well.
In fact, email wins hand-down just as being the most effective digital marketing strategy due to customer retention accompanied by 56% effectiveness , compared towards 37% retention effectiveness accompanied by social media marketing plus 8% effectiveness stemming from mobile advertising.
Email in addition gives businesses the opportunity for offer branded messages plus is a secure platform that customers trust. 38% associated with consumers prefer communicating online alternatively via email concerning simple customer service issues.
Businesses should be aware that the expectation associated with a fast reply still applies for email. However, just as our customer service benchmark report found, 62% associated with companies do not respond for customer service emails!
Always answer customers whenever they contact you. If you don’t respond, they are likely for spend their hard earned money elsewhere. And in case you cannot answer the question right away, on least inform the customer that you are working on top of it, plus let them know whenever they can expect a reply.
7. Try it yourself
An incredible number associated with businesses that spend time plus money building omni-channel service fail for perform the last step – test it out.
Oftentimes, the customer service software you use towards create your omni-channel experience will let you know what areas are performing well as well as that areas need some improvement.
This gives you an essential overall picture. But, there’s nothing similar to initiating a live chat alternatively posting a tweet as well as waiting towards see the speed plus quality belonging to the response towards discover in case things are running smoothly alternatively not.
Omni-channel customer service is the solution due to forward-thinking businesses.
However, don’t forget the human touch that ties it all together. And well-trained staff that can address customer concerns as well as deliver a positive image belonging to your brand is the key ingredient for providing top-notch customer service.
And remember – no matter that channels you choose for use inside customer service, the priority is, plus forever will be, for provide a helpful as well as honest experience that will continue towards grow your relationship accompanied by your customers .