As we move towards a more digitalized world, customer service expectations have drastically evolved. Customers want effortless, seamless, and personalized interactions with companies. And agents need a unified channel to deliver the kind of exceptional service that would meet these demands.

This is why today, it’s more important than ever to deliver an omnichannel experience that tracks customer interactions across all touchpoints and provides a consistent customer experience regardless of the channel they choose to engage with your brand.

Overview of the omnichannel experience

An omnichannel experience is a well-coordinated journey that spans multiple customer touchpoints to provide a seamless and consistent customer experience. When it’s done right, it helps customers initiate their journey on one channel and transition to another, while receiving a consistent level of support on each.

Why a connected customer experience is the new deal-breaker 

With customers becoming more digitally savvy, companies can’t afford to have siloed channels for customer communication. When you have an omnichannel strategy, each channel is connected and coordinates with another to ensure a seamless experience. For example, if a customer starts an interaction on social media and then decides to continue the conversation via email, they should be able to do so without having to repeat information or start from scratch.

Benefits of providing an omnichannel experience

More Customer Satisfaction

When customers can easily switch between channels and receive the same great service everywhere they go, they’re more likely to be happy with their experience. In fact, a study by PwC found that customers who have a seamless omnichannel experience are 64% more likely to be satisfied with their purchase.

Customer Loyalty                             

Happy customers are loyal customers. And by providing an omnichannel experience, you’re showing your customers that you’re committed to meeting their needs no matter how they choose to interact with you. This builds trust and loyalty, making customers more likely to come back for more.

Reduced Customer Churn

Attrition is the enemy of every business. But when you provide an all-in-one experience, you’re making it less likely that customers will abandon you. According to a study by Accenture, companies with strong omnichannel strategies have churn rates that are up to 50% lower than their competitors.

More Sales

A study by Harvard Business Review found that omnichannel customers spend 30% more than single-channel customers. So it’s simple: when customers can easily find the products they want, research them on different channels, and make purchases through their preferred channel, they’re more likely to open their wallets and make a purchase.

Improved Brand Reputation

A stellar omnichannel strategy is a golden ticket to a glowing brand reputation. Companies that prioritize customer-centric approaches are viewed positively, making customers more inclined to become loyal advocates. Plus, one study reports that one in five customers will leave a company if their sales channels lack integration.

Creating an omnichannel customer service strategy that will blow your customers away 

If you’re not already delivering an omnichannel customer experience, you’re leaving money on the table. According to a study by McKinsey & Company, companies that provide a well-thought-out omnichannel customer experience can increase their revenue by up to 15%.

But how do you create an experience that will keep customers coming back? Here’s some tips:

Identify Your Customers’ Preferred Channels

Where do they spend most of their time online? What social media platforms do they use? What devices do they prefer to shop on? Once you know where your customers are, you can make sure you’re meeting them there.

Provide Consistent Service Across All Channels

This means using the same branding, messaging, and level of service across your website, mobile app, social media, brick-and-mortar stores, and customer support channels. When customers feel like they’re getting the same experience no matter where they interact with you, they’re more likely to become loyal customers.

Integrate Your Customer Data

This means connecting your data from all your different channels so that you have a complete view of each customer’s journey. This information can be used to personalize interactions, offer tailored recommendations, and provide better customer service.

Use Technology to Automate Tasks

Automation can free up your team to focus on more complex customer needs. For example, you can use chatbots to answer common customer questions, or you can use marketing automation to send personalized emails to customers based on their interests.

Train Your Employees on Omnichannel Customer Service

Your employees are the front-line ambassadors of your brand, so it’s important to train them on the importance of omnichannel customer service. They should be able to understand customers’ needs across all channels and provide them with a seamless experience.

If you can track it, you can nail it 

An omnichannel customer service is no longer an option. It’s a necessary component of delivering an excellent customer experience. So make sure when you’re investing in an omnichannel strategy, you’re checking out all the boxes: Make sure every interaction with customers is tracked, monitored and met with resolutions tailored to their individual needs. Put yourself in their shoes; create a customer service experience that you would expect as a customer. Just remember: no channel should remain untouched when it comes to providing exceptional service!

To learn more about how Centro can help you implement an end-to-end omnichannel customer engagement solution, visit us at: https://centrocdx.com/digital-experience/customer-experience-solutions/digital-customer-engagement/