Channel Pivot Approach: Managing your Customer Experience Across Multiple Platforms

Customers nowadays know where and how to reach your brand. They can contact you through your website, social media channels, telephone, email, in-site chatbots you can install on your website, or through your mobile application.

Let’s say you’re booking site for cruises around the region, so you deal with a good number of inquiries and reservations on a daily basis. But these don’t always come from just your website. You’ll get comments on your social media accounts, asking all sorts of questions; your info email could bursting with messages about deals for a family reunion; or the telephones are ringing throughout the day with people on the other end explaining how wonderful their trip was because of your service.

You can’t avoid it: the customer needs answers, and they need them now.

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This omnichannel customer experience is the new frontier, and effectively connecting with your customers—and prospects—is important in maintaining a successful relationship. Who knows? One satisfactory call can lead to customer loyalty. Or on the flipside, one unsatisfactory call, can lead to a lost customer.

Channel Pivoting

But an omnichannel communications strategy, if not seamless, will not help your company. This is where channel pivoting comes in: it is when a customer, both potential and current, connects with your brand in one channel, such as your website, and then finishes in another channel, like an email.

When you excel at channel pivoting, your efforts will result in:

Positive brand sentiment – when your customers are willing to share good feedback about your brand, it will improve brand loyalty and customers will look forward to future services and updates
Personalized messaging – customer experience with a personal touch gives you better sentiment
Increase in profit – naturally, when you have positive feedback, people are willing to spend more money on your products or services because they know that the experience they get is great

Do It Better

It’s not enough to have a seamless communications strategy in place. While automation and artificial intelligence are effective in getting quick replies, nothing beats the human touch.

Finding a customer experience partner can help you cover more ground in less time. With scalable and highly-trained teams of social media specialists, call center agents, and email support specialists, your company can refocus on improving your products or services. These contact centers deliver fast results, especially when customers require quick but authentic responses that automated chatbots cannot always give. And at the end of the day, you’ll have lower overhead costs, a better idea of what your customers want, and a great brand everyone could love.

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.