Conditioned by Amazon and other online experiences, customers conduct research and make decisions in ways that are far different than our non-digital generations. Customers seek more mobility, flexibility and smooth brand experiences in the moments they choose.
How companies communicate with customers has also changed dramatically in recent years. More than a decade ago, there were only two ways for a customer to contact a company – by phone or by fax. Today’s customer has options – phone, email, live chat, SMS and social media are all channels customers use regularly to communicate with a business.
The challenge for many companies is not only to be accessible in these channels, but to deliver a consistent, omni-channel experience. In fact, three-quarters of customers expect consistent experiences across all channels — web, mobile, social, and in person.
What is an omni-channel experience?
Omni-channel experiences integrate text, social, email and instant messaging to provide a unified brand experience so that customers can switch between multiple channels, yet still experience the same quality of service.
Customer success is dependent on the technology, processes, and ability to juggle all the ways ever-evolving customers want to be communicated with. By optimizing your customer service experience and communicating with your customers in a way that works for them, you improve satisfaction, and ultimately, their lifetime value.
Omni-channel customer service is the solution for forward-thinking businesses.
However, don’t forget the human component hat ties it all together. People are your greatest asset and well-trained employees who can deliver a positive image of your brand is the key ingredient to providing a great caller experience.