Constantly evolving technology, the advent of the internet, and the increasing empowerment of social networks have forced a... natural evolution regarding customer service for companies. In general, what was once limited to a phone and an email is no longer enough to survive in the market. That's why... omnichannel customer service emerges.In definition, a strategy adopted to provide better and faster service, based on presence across multiple channelsWhat other channels are these? How do you choose them? We present them below. 4 tips for defining your omnichannel customer service channels.
Why be omnichannel?
The proliferation of apps and social networks has taken consumers a little further away from the "www" universe of websites. And they see this as natural. Choose the easiest and most convenient channel to request assistance.It's not that your website isn't as effective anymore or that you should abandon phone support. Not at all! The idea is... Add tools, expand your service offerings, and provide a superior customer experience..
According to data from Zendesk (2020)75% of customers will invest more to buy from a company that offers a good customer experience.
By "good experience" we mean, among other factors, meeting natural customer expectationsThese expectations lead to massive presence across different customer service channels and applications.Customers want Keep conversations going on the platform you are most familiar with and prefer.They also seek fast and personalized service, without constant transfers or repeated requests for information.
Companies that can offer quality service across different channels in an integrated way gain a competitive edge.They provide faster service, offer better customer experiences, and have a greater chance of winning over and retaining customers.
"Should I then join all social media platforms and make my company available 24/7? Is that it?" Not necessarily! We've listed the following reasons. 4 tips to better define your omnichannel customer service channels.. Follow.
Your buyer persona profile
Your persona or ICP (ideal customer profile) That will determine which and how many different channels you need to be available on.Ask yourself: Where is your customer? Where do they usually interact? What are their online habits? Also ask your company: "Which channels could we benefit from, in addition to the website and the phone?"
These answers almost always lead to need for presence in FacebookWhatsApp and Instagram – naturally, globally prominent networks and applications, almost of mandatory attendance For small and large businesses. But note: remain open to other possibilities as well, which may prove effective in relation to your audience and market.
Also note the current situation of your contacts.Have you been receiving requests on networks and apps where you don't provide support? This is a sign that you're missing opportunities and may be experiencing burnout in the process of transferring customers from one channel to another.
Integration
So you're willing to handle customer service across 5 or 6 different channels, in addition to email and phone! Sounds easy now? Maybe not! Imagine having five different social media screens open for your team to manage. Not only do you have to manage different networks simultaneously, but you also have to cross-reference information and deal with the settings and specificities of each one. A huge challenge.
That's why It's important to define your customer service channels with integration in mind! Your networks need to be easily integrated into a single service platform. This speeds up your service, making it easier for your teams to be more productive.
Therefore, choose your channels. You need to take into account the availability of integration with that network or application.Platforms like the OMINI, from the Matrix BrazilAmong other features, they include... Integration of digital communication channels.
Data storage
Have you ever been passed from one customer service representative to another on a call and had to confirm all your details and information again? Probably yes, and be honest: you felt tired, frustrated, or even annoyed by this process, didn't you? It happens. when omnichannel customer service lacks an integrated information storage platform. Each customer service representative, across all channels, must always confirm your information.
This completely destroys the customer experience.Your customer service channels and even your integration platform need... To ensure the collection and sharing of data across all channels in an organized, fast, and intelligent manner..
Chatbot integration
Finally, and never least important: Consider your customers' contact experience on unusual days and times. to your team's work schedule; or even, think long-term, about the ever-increasing volume of customer service! Chatbots, or customer service robots, help you be available 24/7 and resolve simple requests.which could overburden their team.
Choosing your channels with the possibility of integrating this artificial intelligence in mind is, pardon the pun, very smart! Facebook, the WhatsApp And several other social networks and applications already have systems and configuration modules to integrate them. The WhatsApp Business APIFor example, a platform aimed at businesses allows for the integration of these chatbots.
Once you have defined your customer service channels, and integrated and configured them with chatbots, Your business is already halfway there to providing better, faster service and guaranteeing a superior customer contact experience.Your customer will be surprised the next time they request something from you on a social network or app! Success guaranteed!
