There is a way to keep clients engaged and loyal through every interaction; this includes a highly focused detail on the service provided, which can be easily achieved through omnichannel customer service.

It is no secret that 90% of clients have consistent channels while 75% of online customers expect assistance within 5 minutes[1]; these numbers put it upfront that integrating omnichannel customer support in your business is a game-changer.

Here are five items to look at which give insight on the benefits of omnichannel and what you can obtain from implementing it across your business.

At the forefront of knowing your customer

Data is everything in the 21^st century; it helps us understand trends and can create efficient models that assist you in tailoring campaigns and focusing on specific demographics through sheer interaction.

Omnichannel customer support also helps put all the data in one place, regardless of the customer’s communication method. This allows every interaction to understand what is needed and how it can be provided in the shortest possible time.

To further put the customer at the center stage, understanding previous interactions and any issues they had in the past allows for rapid defusal of challenging situations and creates an immediate positive experience, turning a dissatisfied customer into a part of your loyal client base.

Omnichannel customer service gives you what you want wherever they are

In the past, one of the main challenges of customer service was putting everything into one place; transferring a customer around could mean long wait times with no information available from the previous interaction.

Complicating matters further, other channels would not always provide the same information, broadening the customer experience entirely and opening the gap for customer dissatisfaction, and ending their interaction right there and then.

With omnichannel customer support, the possibilities are endless, be it by phone in another country, through their smartphone through an app, a fax that ends up connected to other channels, or via live chat on a laptop from the other side of the world.

This method empowers the client to make the right decision and helps your business maintain a loyal baseline.

Making the customer experience feel unique with every interaction

As we have mentioned before, data is everything to ensure you understand your customers at every step of their experience, making it faster and more efficient for them to get exactly what they want.

Through omnichannel customer support, it is easier for your customers to find other products or services they may be interested in, getting the correct answer and opening opportunities for an upsell for other items that fit right into their current interests.

With thorough, continuous training, the right customer service partner helping you build a great customer experience, and omnichannel customer service, the possibilities for growth open up considerably.

All roads lead to real-time customer support…

Numbers talk heavily regarding the importance of time on every interaction, with 79% of customers preferring live chats when looking to obtain an immediate response for their needs, with live chat showing the highest customer satisfaction rate at 92%.

These numbers continue to grow as time moves on, and Covid-19 continues to affect businesses worldwide, with the integration of omnichannel support being more important now than ever to make all gears move simultaneously when interactions are happening elsewhere.

This means that even though there is a more significant number of customers looking to receive live-chat support at any given time, there may be situations in which clients will need to interact through other means, making it essential that the average response time is kept as low as possible to ensure that interactions are held at the same level.

…And excellent customer experience

Customer retention continues to be an essential factor. Customer experience shines intensely, as it costs businesses worldwide seven times more to acquire a new customer than to retain an old one.

To top all of this off, omnichannel customer support is a key to ensuring that the customer experience is always kept as a priority during interactions and ensuring that these build a strong, loyal baseline that makes the business grow and thrive.

To further the considerations, numbers also speak volumes when pointing that 86% of customers are willing to pay more if there is a great customer experience involved[4], making it the strongest priority by far for any business to ensure this happens every time.

Final thoughts

The battlefield is set, and the evidence shows that customer experience continues to be king; the use of omnichannel customer support has become the most obvious way to ensure that this is set to the highest possible standard for every interaction.

We have more than 45 years of experience in the BPO Industry and can help you to reap all the benefits with a fast return on investment.

Our focus ensures that your business benefits from a large pool of talent with the right mindset, ensuring that you can start running from the first setup and wow your clients on every interaction.

Leveraging the newest technologies and methodologies in the field, fast communication channels inside your time zones, and in-depth knowledge in your work line, we also ensure that the integration is seamless and beneficial.

If you have questions about what other services you can obtain from outsourcing your Call Center Operations to Mexico, you can contact RedialBPO for more information.

[1] https://www.redk.net/en-GB/insights/omnichannel-approach-impact-customer-experience

[2] https://99firms.com/blog/live-chat-statistics/#gref

[3] https://www.markinblog.com/customer-loyalty-retention-statistics/

[4] https://www.superoffice.com/blog/customer-experience-statistics/