Meeting customers where they are is an integral part of providing superior CX. In this article, Micah Solomon, CX thought leader, shares insights on how an omnichannel mindset and an omnichannel strategy can reduce friction and provide a superior customer experience for customers and agents.
Imagine your customers as acrobats, jumping from channel to channel — from text to email; to phone to Messenger; live chat to SMS, and even to the online communities they frequent — and expecting a seamless experience every time from the companies that serve them. For any modern and forward-thinking company, it’s essential to recognize the importance of delivering consistent, personalized service across all these digital channels. But that’s easier said than done.
However, when you deploy omnichannel customer service tools in your contact center, you can unify case management across every conceivable digital channel on one central platform.
The goal is to ensure that no matter where your customers go to “meet” your business, you meet them right there, without introducing any friction or lag, with your agents being alerted automatically every time a customer switches channels, ensuring a great experience at every step of the way. It's like having a trapeze artist catching your customers mid-air.
The shift from ticket management to human interaction
On the agent's side, every veteran customer-facing employee knows the frustration of sifting through mountains of information just to find the basics about a customer. Shift after shift, you find yourself juggling multiple platforms, struggling to communicate with customers and colleagues alike. It's like a never-ending maze without a map. Worse, there’s the horror of stumbling into an embarrassing situation, like offering a discount that's already been promised by another rep.
You can bid that all goodbye now: Omnichannel customer service solutions can ensure that your agents have a 360-degree view of that customer, showing where they’ve interacted with you in the past, and, more importantly, what went down when they did: what data they shared and even what emotions they expressed.
When you start to experience the ease of use of omnichannel customer services, your company will be able to truly treat each interaction as a unique opportunity to connect and provide exceptional service without being weighed down by concerns over what may have transpired in the past that agents don’t have any handy access to. It's like having a magic wand that gives your agents a 360-degree view of each customer – no more juggling screens or feeling like you're herding cats.
Are you ready for some mind-blowing stats? By providing consistent, continuous support, you can increase customer satisfaction by a whopping 540%! (That’s not a typo.) That's right: sprinkle some of that omnichannel magic and watch those smiles grow.
Analytics, AI, and Omnichannel customer service
Furthermore, once you see all that has transpired with your customers, regardless of channel, your omnichannel solution can now apply advanced technology in ways that were impossible or clunky in the past: You can now detect customer sentiment, filter cases, and automate workflows, making case handling easy, management focused, and resolutions quick.
In addition, once you see everything in one place, you can have AI technology route cases to the most suitable agent and equip them with relevant information for faster resolutions. As we all know, time is essential when meeting customer needs, and we want to empower your agents with the tools they need to provide exceptional service.
With omnichannel contact center functionality, support agents can finally bid farewell to switching between channels. Imagine having all your customer interactions - emails, chats, social media, and even voice calls - neatly organized on a single screen. Sprinklr, in fact, offers this functionality with over 30+ channels (no, that’s not a typo either!). No more wasted time or frustrated customers forced to hop from one channel to another.
And it doesn't stop there. An omnichannel approach equips agents with historical details and up-to-the-minute situational insights. Armed with this comprehensive knowledge, they can navigate each customer interaction with confidence and finesse:
So, say goodbye to the days of scattered tools and hello to the power of 360 in customer support. With an omnichannel customer support approach, you'll have everything you need to exceed customer expectations and elevate your support game. Get ready to revolutionize the way you serve your customers.