With almost all consumer-oriented businesses, establishing a strong online marketing presence is indeed a requirement especially in today’s interconnected world. In order to thrive in their respective industries, businesses must have a strong online presence, a vast consumer base, and the ability to provide the best customer journey that they are able to. Providing the best customer journey is not just about engaging consumers; it is also about giving them choices. Offering multi-channel customer solutions is one of the newer and most effective business strategies that allow consumer-oriented organizations to achieve this; however, it must be done correctly. As a business looking to thrive in your respective marketplace, should you invest in this solution?
Defining Multi-Channel Customer Solutions
In the past, many businesses lost a significant amount of customers due to their inability to offer good customer service. As customer service is an integral part of the customer journey, it is critical that you are able to attend to their needs and wants in the channels that they want to contact you. These channels include:
- Social Media
- Voice and Telephone
As most organizations were able to offer these channels, their customer service was still considered inadequate as the channels were isolated from each other. This resulted in frustrated customers who provided information on one channel only to be required to start all over and provide it again on another channel. A multi-channel customer solution is the integration of all available channels of communications between an organization and its consumers. It is the partnership of your organization with an experienced and skilled multi-channel contact center to increase the value of all areas of your business. By leveraging the skillsets that only a good multi-channel contact center can offer, your business will be able to synchronize all cross-channel communications to give a unique customer service tailored to your consumer.
How Multi-channel Customer Solutions Work
When you partner with an experienced multi-channel contact center, your business will be able to collaborate with consumers on all channels on a real-time basis. The proliferation of all media platforms gives your consumers more control when they engage with your brand. It also allows the agents of the multi-channel contact center to align their customer service practices to your customer service strategy to provide customer service that will exceed expectations of your business and its valued consumers. With your business offering multi-channel customer solutions, consumers will be able to communicate by methods such as:
- Chat online with an agent
- Text a message
- Email an order
- Voice call an inquiry
- Fax a change of address
- Comment on a company’s social media profile
They can also use any mobile platform that they own to make contact about anything from delivery dates, stock availability, store locations, and store hour schedules to name a few. In addition to providing real-time multi-channel customer service, all customer interactions will be recorded into individual customer records that you can use to build strong relationships that will translate into more profit.
Is it worth Investing in Multi-channel Customer Solutions?
Many organizations have experienced hardships with the integration of multi-channel customer solutions in their customer service. One of those hardships was they lacked the infrastructure needed by this innovative technology. Another is many lacked the financial resources required in being able to secure the infrastructure required. If your business aims to provide the best customer journey possible to your valued clients, it is highly recommended to invest in multi-channel customer solutions immediately. Pooling the resources necessary at being able to implement multi-channel customer solutions will greatly benefit your organization in 2 ways.
1. Your organization is accessible on all top platforms
The implementation of this solution will allow technology to take your organization to new heights. Your brand will have its own website, a smartphone application, and social media presence among others. Having these will certainly make you more accessible than ever before.
2. Your organization will be able to align its customer service to multi-channel solutions
As many organizations have websites, social media presence, and smartphone applications, many of their consumers are still frustrated when they access these platforms. The reason is that the technology is not aligned with their customer service strategy. When you integrate multi-channel solutions in your organization, you have the opportunity to align your websites, social media, and applications to your customer service strategy. With this, you will be able to offer the best customer service possible.
The best practice in providing customer service has always been to create an exceptional customer experience. By being able to attend to the needs and wants of your consumers at real-time is an effective way of showing that you value their business. This is why investing in multi-channel customer solutions is definitely worth it.
- Genpact/: Omnichannel Customer Service- http://www.genpact.com/what-we-do/business-services/omnichannel-customer-service
- LiveChat/ 6 Things You Need to Know about Multi Channel Customer Service – https://www.livechatinc.com/blog/multi-channel-customer-service/
- Logicalware/ Deal with your clients in their channel of choice – https://www.logicalware.com/multichannel/
- NEOPOST/ What is Multichannel Communications?- https://www.neopost.com/en/newsroom/white-papers/what-is-multichannel-communications
- Pitney Bowes/ Multi-channel communications or just operations’ worst nightmare (Infographic)- https://www.pitneybowes.com/us/shipping-and-mailing/case-studies/multi-channel-customer-communications-infographic.html