What does it feel like for a customer to have to repeat the details of their problem to every support agent they speak to?
What if they get stuck in endless loops without solving their problem?
FRUSTRATION, that is the concept that sums up what was experienced.
While this may have been common practice a few years ago, today's customers are more demanding, expect a smoother experience, and are happy to switch loyalties if they have a bad experience. Companies that understand this reality and decide to change it are the ones that will be most successful.
How to have excellent customer service?
First, the company must be determined to design its Omnichannel strategy.
To do this, it is necessary to be clear about two very important and often confused concepts: Omnichannel and Multichannel.
Omnichannel vs Multichannel
Multichannel refers to the various forms of contact with a company's customer service - by telephone, email, Facebook Messenger, WhatsApp, Instagram, Chat, SMS and support tickets.
Any business that offers support through more than one channel has multichannel support. Each of those touchpoints is considered a separate interaction, and different agents could speak to the same customer without considering the context of conversations on other channels.
On the other hand, Omnichannel It means that when a customer comes into contact with the company, regardless of the channel used, the entire customer experience is consistent, the company is always the same, no matter the channel.
Having top-notch omnichannel customer service, It also involves integrating physical stores and e-commerce sites.
Agents have a single point of information, where information from all channels is displayed and a complete history of each customer is presented.
Which allows the agent to consider the full context from previous interactions and can dive right into solving the problem no matter what channel the communication came through.
This is what it does wittybots, It is the technological support for your omnichannel strategy.
