April 4th, 2019

Why Omnichannel Customer Service Is a Game-Changer

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Omnichannel Customer Service

Omnichannel customer service is the name of the game in today’s connection driven world–especially in business. Companies are increasingly answering the call for consistent customer service opportunities due to customer demand. According to Aberdeen Group Inc. via Internet Retailer, “Companies with the strongest omnichannel customer engagement strategies retain an average of 89% of their customers, compared with 33% for companies with weak omnichannel strategies.” The faster companies adapt to this with the help of outsourcing, the better they can focus on their strengths.

What Is Omnichannel Customer Service?

Omnichannel customer service allows customers to communicate to a business through various methods such as social media, text, phone calls, email, live chat, video, and more. What differentiates omnichannel customer service from other types is how it allows customers and employees to interact seamlessly across these platforms instead of individually.

Omnichannel customer service allows clients to communicate with employees via one platform, such as social media, on any given day and then pick up with that same stream of communication via a different platform on another day with another employee, all without anything getting lost in the communication stream process.

Why Is It a Game-Changer for Businesses?

Omnichannel customer service allows businesses to build a strong reputation of trust and responsiveness with their clients. In our modern world, technology and mobile devices give people constant access to information, from which they expect near instantaneous communication. People don’t just want to be able to get a message from you via text about a product or service, they want to be able to have the same question answered by another person via live chat, if needed, without having to repeat the entire prior conversation.

The companies that don’t keep up with this modern rising demand lose customers in the end, as the market is rapidly growing.  According to a 2018 press release on Small Business Wire, the live chat software market is “growing at a compound annual growth rate of seven percent from 2017 to 2023.” If companies can’t keep up with the growing demand, they may lose out on their reputation as well, since customers often use these same platforms to spread the word about companies they’ve had positive experiences with.

How Can Outsourcing Help Businesses Implement Omnichannel Customer Service?

Some companies already have these types of services in-house, utilizing advanced software and a customer service team. However, they may have trouble keeping up with the volume or integration to omnichannel support. Outsourcing to omnichannel customer service allows companies to not only not have to worry about the customer service aspects, but the aspect of integrating other platforms, such as email, phone and text as well. It is all taken care of by the company that the service is being outsourced to, making the presence across the different channels unified. By doing this, your employee’s time is also freed up to work on core business matters, therefore effectively growing your company.

Unity Communications is a Business Process Outsourcing company with locations in the United States, the Dominican Republic, and the Philippines. To set your amazing staff free to do their best work today, contact Unity Communications at 480-550-8700.