Unlocking Omnichannel Support Benefits

Through Omnichannel support, brands can reach customers at every stage of the buying experience and provide relevant customer support across all channels. To put it simply it is a holistic approach to ensure that your customers are well-taken care of and are satisfied with service they receive.

Note that according to a research by Entrepreneur, 80 percent of businesses believe they provide excellent customer service but only 8 percent of customers agree.

That is why having an omnichannel team in your organization is relevant to your business’ success. Although one of the biggest hurdles with this is finding the right people and ensuring that even if you’re adding a new set of team it will not affect the allocation in your operational cost. Lastly, it is crucial that you have the proper set of knowledge and experience in an omnichannel system.

One best way to overcome said challenges is through outsourcing this team with the right partner who has:

Access to world-class talent
Offers operational cost savings up to 70%
Has operational excellence

If you find a partner that can provide these strategic solutions, you will learn these 3 reasons why they are a must for your company :

1. Holistic customer experience

Omni means “in all ways and places”. Having an omnichannel team allows you to be one step ahead in making sure that in every aspect of their buying experience you care for their needs. You can give them access to multiple easy options to reach out to your brand at any time of the day, handle queries and resolve issues on-time.

A research conducted by Gladly states that 80% of customers will recommend a company after a great customer experience and 40% satisfied customers will share their story on social media which is now considered as good marketing. In turn, this will boost customer retention rates and bring more revenue to your business.

2. Personalized customer service

A recent study by Forbes reveals that 90% of customers find that messages from companies are “annoying” and are not personally relevant. In the same study, 67% of Millennials and Gen Zers stated that they expect companies to always be personalized.

This data simply shows that personalized customer experience is a necessity. With a structured omnichannel team in place, serving human connection is more feasible because there is a dedicated team with the main priority to address unique and individual concerns of their customers.

3. Cost effective and capital efficient

This is by far the most important reason for having omnichannel support in your organization. Aberdeen Group states that consistent service quality across multiple channels retain 89% of their customers, whereas companies that do not provide a consistent quality are only able to retain 33%.

Having said that, it generates ROI more effectively than traditional customer service. It is also cost effective because instead of hiring support teams in different channels, you have experts that can handle multiple concerns and modes of communication with the customers.

Omnichannel customer service is the solution for forward-thinking businesses. But it is important to find an outsourcing partner to build a team with. Make sure that your potential outsourcing company has:

Access to world-class talent
A+ recruitment process who can build a team in just 30-45 days
Net Promoter Score of 71

An outsourcing partner with a High Net Promoter Score (of at least 60%). Net promoter score helps businesses gauge the quality of the customer service offered by outsourcing companies. In a way, this represents the primary way customers survey their experience because it means that their clients are happy which results in customer loyalty and retention. It also showcases how well the outsourcing partner is performing, how often they resolve issues, and if their clients are satisfied with their experience. A High Net Promoter Score results in a sense of security and peace of mind in terms of client satisfaction and quality business operations.

All these qualities and more can be found with the right outsourcing partner who can provide a customized, high quality social media management into your business solutions and promise the following:

Operational excellence
Build a great social media team specifically designed for your unique CX support needs
Operational cost savings of up to 70%
90% customer satisfaction
95% response rate in social media platforms
Increase customer and brand loyalty
ISO 27001 and 9001 certified and GDPR, HIPAA, and DPA2012-compliance
Net Promoter Score: Sense of security and peace of mind

In conclusion, embracing omnichannel support is paramount for businesses aiming to create endless opportunities for customer satisfaction and retention. By strategically outsourcing with partners offering access to top-tier talent, cost savings, and operational excellence, companies can ensure holistic, personalized customer experiences that ultimately drive revenue and foster long-term loyalty.

Infinit-O is the trusted customer-centric and sustainable leader in Business Process Optimization to Small and Medium businesses in the Financial Services, Healthcare and Technology sectors by delivering continuous improvement through technology, data and people.

For more information, visit: www.infinit-o.com