Omnichannel customer support: 5 Reasons why it matters?


What is the top most priority for your business? Customers, right? Businesses irrespective of their size go to greater lengths to provide their customers excellent services. Customer satisfaction will influence a brand’s profits and market position. The businesses are also taking new approaches to improve their services and customer satisfaction. One of the most important things that businesses forget while offering customer support is understanding customer needs or problems. 

Imagine you have a customer who contacted your customer support with an issue that needs to be resolved. He has been hopping from one team to another for a past week over this issue. Do you think they will be satisfied? The answer is a Big NO! This incident will make an impression about your customer support and they will avoid any further business with your brand. If they have left you a negative review or told their acquaintance about it, there are chances that you may lose customers. What do you think was the problem in the above example, one, your organization has not respected and valued the time of the customer. Two, if your team does not try to understand the customer’s problem first, how will they resolve the issue. 

This is why your business needs Omnichannel customer support. It is high time that your business also adapts this strategy and offers excellent customer service. This has become the new benchmark in providing services to the customers as it brings your business closer to understanding customer problems. Before diving into further discussion about omnichannel, it is important to know what is omnichannel support?

What is omnichannel support?

The word itself is already providing you with an understanding of what it is going to be. Omni means all. To simplify the meaning, it means that it will support across all the channels through which they will reach out to the brands. Some of the changes include email, live chat, chatbots, social media, and phone. With the advent of technology, the channels of communication have also increased. This has allowed people to contact businesses seamlessly. They can now pick a conversation anywhere at any time. This is why businesses need a unified support system that will make communication simple and easy. With omnichannel support this is possible. It will allow you to store your customer data in a single platform in the form of contacts. This will make it easier for your service representatives to address the problems of your customers.

Still not convinced that your business needs Omnichannel customer software? Here are a few reasons that will help you see. 

Customer-centric

Customers love it when they are valued. With omnichannel customer support that is what they will be feeling. As you know, with omnichannel customer support you can get a single view of the customers, understand their problems and lastly, it also helps in optimizing the interactions with them improving customer satisfaction. Earlier they had to type long emails to communicate with the brands. Now even mobile phones have become touchpoints of communication. So having omnichannel customer support will give you a unified customer experience.

Enhance sales

Humans are quite simple. If you provide them with satisfactory services they will put a positive word about your business to their friends, family, and acquaintances. Word of mouth is also an excellent marketing approach that will help you in improving the sales of your business. Sometimes your excellent services can also bring in loyal customers too. Studies show that a happy customer will recommend your business over nine times. 

Analyze channel performances easily

Collecting information and feedback will help you in analyzing the performances of different channels. With omnichannel customer support, you can easily collect the data and analyze it. Business intelligence will help you in analyzing. Through analyzing the support performances your business will receive necessary insights that will further improve the performance of support channels. When the support channels are performing excellent, customer satisfaction will also improve. Simply put, you can improve the overall performance of your business. Not only that, but omnichannel customer support will also allow you to integrate your business apps with its platform. All the important business apps such as Payments apps, CRMs, etc can be added easily.

Improves customer retention rate

All businesses know that retaining existing customers is easy compared to attracting new customers. With good omnichannel customer support, you can improve your customer retention rates. Businesses are spending thousands of dollars to implement strategies that will help them in retaining customers. However, getting omnichannel customer support is more cost-effective. If your customer retention is 5% it will improve the profits of your business by 25%. This in itself will serve as proof that omnichannel support strategy is a worthwhile investment your business will make. 

Seamless experience

Customers love it when a business approaches them personally. Impersonal communication is a huge turn-off for many customers. Studies show that more than 71% of customers feel frustrated when businesses treat them impersonal. So customers need to have relevance to enhance their shopping experience. With omnichannel customer support, the business can gain information about customer preferences across different channels. So it will help them to keep all conversations relevant and personal. Most people say that personalization has a positive impact on the purchasing behavior of a customer. The important way to improve the customer experience is by personalization.

Wrapping Up

As you have made it to the end of this article you must have understood all about Omnichannel customer support. Do you find all these reasons acceptable? Are you convinced to implement an omnichannel customer support strategy in your business to improve your customer experience? You must be. There is no doubt that this strategy will positively impact your business and help it in becoming more customer-centric. With customers having more expectations from customer service your business must up your game to provide them with a unified customer experience. In the future also the importance of customer support will increase. So it is time your business implements an omnichannel customer support strategy.