Hey there, how are you doing? I hope you are holding on strong in these uncertain times. I am very sure you have used the concepts we have discussed in customer service to improve the customer service experience for your clients and to also increase loyalty and retention. Our topic for today is an innovative, groundbreaking one known as the omnichannel approach for your customer support. According to Pricewaterhouse Coopers, by 2020, the demand for omnichannel experience will be amplified by the need for nearly perfect execution.
I am sure we all share this experience. In the past, when customers contacted help lines, they usually interacted with a tactical or reactive one. The function of these centres were to have customers reach out to them when a problem arises and then customer service will help them fix them. This reactive way is good for solving problems customers face but only after they complain about them. For example, if a customer finds a webpage unresponsive they then contact support by calling or reporting the problem. A help agent will then help them resolve the issue. This approach, although good, fails at being proactive and resolving customer issues before they occur or they report it. Modern practice as we have learnt has shown the benefits of solving customer problems before they face them and drawing customers in with great, pre emptive service that makes them come back for more.
On that note, modern customer contact centers are moving in a new direction. The focus is now on being able to interact with customers via various channels such as social media of their preference and to strategically build stronger relationships and engagement. The idea behind this approach is to ensure that customers are engaged on channels of their preference. This is to improve the customer experience, build brand loyalty, increase customer satisfaction and customer retention. When customers have such an easy experience interacting with a company at their convenience and preferred channel, they are more likely to come back.
As we can all see the benefits of an omnichannel approach, I am sure you are chomping at the bit to integrate it into your operations. That is a great attitude but integrating and operating an omnichannel is not an easy one. There is a danger of implementing the wrong system and then causing more harm and damage to your brand’s reputation and customer loyalty.
There is one app that can help any brand successfully integrate and pull off an omnichannel customer contact approach. That app, which is the leader and best for such an endeavour is RightDesk. RightDesk is an excellent corporate tool that integrates all social media channels and other traditional channels such as emails, web forms and IVR into one centralised platform in order to help businesses keep track and analyse customer data effectively. All your customer service communications are streamlined in one place, from live chats to phone conversations.
In addition to its omnichannel capability, RightDesk allows for issues to be dealt with across multiple departments. You will be able to deliver a seamless customer experience across all departments involved in ticket resolution. Your team can also collaborate on customer requests to quickly find the right response and the right agent to handle tickets. You can also create your own service level agreements These agreements set out specific guidelines that are incorporated in the processing of complaints or interacting with customers. For example, there are guidelines set such as how long a ticket should stay pending before it is resolved. This ensures that your customers are attended to in due time.
This software also allows for multi departmental ticketing as well as automated routing of issues to the appropriate departments. You can connect RightDesk with your business app to extend the power of your customer service. You can also integrate with our chatbot and allow customers to instantly resolve issues with your chatbot, all without leaving your app, e-commerce site or product website.
There are various new and exciting developments in the world of customer service. One of them is the use of omnichannel customer contact centres to effectively integrate different social media and enhance the customer experience. An excellent tool, head and shoulders above its competition, that can help brands optimise an omnichannel approach is RightDesk due to its special features that place consumer interest at the center.
