Multichannel customer support has been getting plenty of attention, well-deserved if we may add, and that is a good thing.
It just shows more and more companies are finally listening to their customers’ stories of pain brought about by the traditional, uni-channel customer service strategy, and finally addressing it.
If you are wondering why there’s so much excitement over multichannel customer support, it’s because it is the long-awaited answer to the clamor of customers everywhere for efficient, effective, and seamless customer support. And for a company, offering multichannel customer support is one of their best tools to improve their customer retention rates.
Today’s business owners and C-level executives all over the world are pouring so much of their resources for the development and implementation of their customer experience strategy, especially since majority of them believe CX is the new battleground of businesses. And when the issue of customer experience strategy comes up, the topic of multichannel customer support is guaranteed to follow.
As a business owner, it is your responsibility to create positive and memorable experiences for your customers. This is easier to achieve when you have a well thought out customer experience strategy that includes a map of the customer’s journey. Journey mapping helps you identify potential issues in your customers’ point of contact with your company to provide effective solutions to their problems. Multichannel customer support is an important part of a truly customer-centric customer experience strategy because it shows the company understands what their customers need and want: the freedom to contact them from any channel they prefer.
But multichannel customer support gives your customers more than just the opportunity to reach your company from any channel available to them. An effective and well-executed multichannel customer support minimizes the effort of your customers when they are asking for your assistance. They may have contacted you first through the telephone, but when they wish to follow-up on the status of their concern through email, live chat, or any of your social media accounts, they shouldn’t have to repeat every single detail they shared with the first customer support agent they talked to on the phone. This is why multichannel customer support is key to a seamless CX: it allows your customer’s interactions with your company to always move forward regardless of the channel(s) utilized, without repetition or rewinding of data.
When you make it very easy and convenient for your customers to reach you, particularly when they are seeking your help. It’s almost guaranteed that they will reward you with their loyalty and business. Because regardless of age, gender, location or personality, all customers love companies who meet them where they are and adjust for their comfort, not the other way around.
Offering high-quality multichannel customer support may be a tall order for some businesses, particularly those who are still learning the newer channels such as social media, but the rewards for successfully carrying it out are well worth it. If you are interested in offering multichannel customer support but are daunted by the potential costs, outsourcing it to a reputable BPO may be a solution you can consider.
Provide a seamless CX and increase your customer retention score for cost-effective rates by outsourcing your multichannel customer support to us! Contact us now for more information!
