OMNICHANNEL
BY VLADIMIR STERESCU, COMPUTER GENERATED SOLUTIONS, INC.( CGS)
ILLUSTRATION PROVIDED BY ADOBE STOCK
HOW TO AVOID REPEATS... REPEATS...
CUSTOMERS SHOULDN’ T HAVE
If there’ s anything a customer hates, it’ s when a company disrespects their time. There are many ways this can happen. But in customer experience( CX) interactions, one of the most frustrating things a company can do is make customers repeat information they have already provided.
Zoom’ s research found that many brands are struggling to meet customer expectations in some of the most crucial areas of CX, like short wait times and ease of communication with customer service channels.
36 CONTACT CENTER PIPELINE
TO REPEAT THEMSELVES.
Customers know there’ s a better way: and they don’ t understand why they aren’ t getting it. This tests their patience and leaves them feeling undervalued. And that’ s when they start thinking about taking their business elsewhere.
The root of the issue is that customers must often interact through multiple channels, and at each step they have to repeat what they’ ve already said or input. Businesses therefore need an omnichannel strategy or a means to integrate multiple channels like email, chat, and phone into a cohesive experience.
Customer loyalty is hard to win. Don’ t lose your customers because of subpar service experiences. Keep them happy with an omnichannel approach to customer service.
TODAY’ S CUSTOMER SERVICE LANDSCAPE
Many customer journeys start simple. Maybe they send an email and then switch to a chatbot for quicker responses, only to find themselves on the phone with a representative later. Something they were likely hoping to avoid.