According to Unplanned BlueVenn, consumers today connect with brands across at least 20 channels on average. And expect a seamless experience across all.
At the same time, 73% of customers get frustrated when they have to repeat their issues over and over again. That’s when there arises the need for Omni channel customer support. It integrates the fragments of customer interaction scattered across various channels and offers a connected, holistic experience.
In the blog, we’ll dive into what Omni channel customer support is, its benefits, examples, and more.
What is Omni channel customer support and how does it work?
Omni channel customer support simply means offering unified support to customers via different channels. Or, more than just providing support, it is about developing a harmonious customer service model so that all communication channels are aligned and function simultaneously.
How does omni channel customer support work?
Chatbot – It allows customers to support agents to connect and respond to customer’s queries in real-time.
Video and voice call – the Omni channel customer support streamlines customer interaction over mobile devices, chats, and phone calls.
Live chat – provides quick and effective customer support via real-time messaging.
Co-browsing – Omni channel customer support helps you safely provide customer service through no download, browse-based screen sharing.
Benefits of Omni channel customer support
By improving your customer support experience with an Omni channel strategy, your customers, team, and business can enjoy a huge benefit, some of which we’ll discuss below.
Simplified customer journey
The AI-powered Omni channel customer support tool helps keep track of every customer’s journey and provides personalized support when needed. It allows you to send target messages and reach out to potential customers who are conducting research across platforms.
In case any customer leaves, the tool picks off the customer from wherever they left and helps them with their problem.
Better customer satisfaction
Customers are happy with brands that offer Omni channel support. That’s because purchasing becomes easier for customers as they don’t have to repeat themselves about the prior or ongoing conversation. Agents can go through conversation history to keep track of context and be in touch-point what customers have been through. Such a seamless experience will leave customers satisfied. As a result, they stay loyal to your brand.
Increase revenue
We’ve already learned that Omni channel customer support helps provide a flawless customer experience. As a result, there’s high customer retention. Once customer retention increases by as little as 5%, your revenue increases by 45%-50%.
And how is that so?
Well, existing loyal customers tend to spend 35% more on purchases as compared to one-time purchases.
Thereby Omni channel customer support has a huge impact on customer retention and revenue increases.
Increase productivity
Customer service teams also have to frequently deal with customers who have had a conversation in the past. Be it over calls or chats. The Omni channel customer support can track the past conversations and continue from there on without needing to repeat the problem.
It saves time for both customers and employees, leading to better productivity. Also promotes quality conversation, creating a good experience for both agents and customers.
Enable brands to serve diverse audiences
Multiple communication channels allow you to engage with both potential and existing customers. Especially when it comes to interaction through social media and live chats, you get a chance to interact with customers of different demographics.
Satisfied customers leave honest and positive reviews on social media, which is a very common trend in providing feedback.
Omni channel customer support Examples
Amazon
A very famous example of an Omni channel in the e-commerce world is Amazon. They have created an outstanding user-friendly interface for a great customer experience. And interestingly customers can have almost the same experience on a phone and a desktop.
Once the customer adds items to their chart via computer, the cart syncs with their app on mobile devices as well.
The Omni channel strategy has helped Amazon continue its growth. The third quarter of 2022 showed sales of approx $127.1 billion, overtaking the record of the same quarter of 2021 which was $110.81 billion.
Starbuck
Starbucks has carefully designed Omni channel customer support to enhance relationships with customers and inspire repeat purchases. Its most famous application, ‘My application reward’, allows customers to order, select and store for pickup, pay, and tip.
Customers can also take advantage of offers and promotions. They can view their reward cards via mobile app, website, or in-store.
The coffee giant has also taken its Omni channel to a higher level by collaborating with Spotify to create a music system. Here customers subscribed to Spotify premium can check out music played in one of their shops.
Sephora
For an admirable Omni channel customer experience, Sephora has connected its online purchase to its in-store visits.
It allows customers to virtually try on the beauty product through a beauty bag account. They can add the product to their wishlist and make their purchase using the app.
Also when a customer visits the physical store, they can shop with the help of an app. Sephora places several tablets in the store for customers. So that customers can log in to their beauty bag account. It helps them narrow down their choices and keep track of products they have added to the wishlist.
REI
An American retail and outdoor recreation service corporation, REI studied customer behavior and included various touchpoints. They notice that 75% of their customers visit its website or mobile app before going to its physical store for purchase. Therefore REI ensured that product information and prices are well synced between their app, website, and physical store.
Not just that, REI also saw that customers were using mobile devices to access product information inside the stores, so they offer free wifi in all its stores for a better customer experience. And the company also offered barcodes so that customers could scan them with their phones and access additional information about the product.
Disney
Disney has beautifully integrated customers’ digital technology with Omni channel experience.
Customers can take advantage of a user-friendly browsing experience via phone or computer. It offers an application ‘My Disney Experience ‘ that connects their activities within the theme park. The application syncs tickets, photos were taken at the park, and everything across various channels and allows you to access them any time you like.
In addition to that, via the application, you can manage your hotel and dining activities and park activities. You are also allowed to add family members to your friend list.
You can have information regarding crowd traffic and waiting time. Overall it’s a wonderful example of Omni channel customer support.
Omnichannel support tools
While building an Omni channel experience has been a requisite for a business to succeed, it’s a daunting task to select the right tools.
It should be user-friendly and meet customers’ expectations. Therefore, here are some tools that are going to make your support journey easier.
Acquire
Customers try to contact you from different channels. You’d not want to miss out on any of them.
Thereby, to make things easier for you, Acquire has come up with an Al in one customer engagement tool. It offers customer support, boosts online conversation, and allows teams to qualify leads.
It offers you facilities like a chatbot, live chat, browser-based screen sharing, video calls, and voice calls.
Keap
A very interesting feature that keep provides is a campaign builder. The tool allows you to customize a dashboard where you can keep records of both existing clients and leads throughout the sales process. It enables you to trigger email sequences automatically and move them to different stages of the buyer’s journey.
With keap, you can smoothly unify customers across multiple channels. You can keep sales appointments in order and set automated follow-ups.
Chat360
Chat360 is a great AI-driven customer support solution. It promotes team collaboration, automates repetitive tasks, and streamlines customer conversations via various platforms and touchpoints. It helps you monitor and track accounts across various platforms. Chat360 tool helps you automate follow-ups and reminders or send personalized emails by keeping sales appointments in order.
BounceX
BounceX Omni channel solution helps you track customer data and take them forward to the next step through a different channel. With BounceX, you can personalize your website and ads based on customer identity. It allows you to nurture your users down your sales funnel with the help of email addresses they give you.
Conclusion
A flawless customer journey and solid experience are at the core of Omni channel customer support. It increases customer loyalty and boosts productivity.
An Omni channel integrates your communication channels and allows your team and customers to work persistently between them.
Therefore evaluate data, embrace customers’ journey, and use the right tools to ensure customer satisfaction.
Further, read: