Omni-channel communication means interacting with customers using different channels like websites, social media, mobile apps, and physical stores. It combines online and offline interaction to create a smooth, personalizing customer experience.
For Omni channel communication, the business must integrate all the channels. It means linking all the channels to allow data and information to flow smoothly between all channels.
Through Omni channel communication, a business can map the whole journey of the client from approaching them and pre-sales to post-sales and everything in between to provide an enhanced customer service experience.
Benefits
Customer engagement
Customers might try to reach the business anytime and anywhere, depending on their mood or need. Customer support should always be reachable across all channels and equally effective. This is only possible through effective Omni channel communication. For example, if the customer tries to reach the company through WhatsApp, active customer support should be available to assist them on that platform. Redirecting the customer to a different channel, like the website, for support or assistance can impact the customer’s experience on the first interaction with the business. If unattended, it may ruin the brand’s reputation.
Consistent customer service
Through Omni channel communication, you can map the whole journey of the client to understand their requirements and preferences, which is very important in delivering consistent customer service. It will help you understand their previous purchases and customer service conversations. With Omni channel communication, you can provide this consistent customer service to all customers across multiple channels, which will, in turn, help you to retain most of your customers and help you increase your business.
Customer Data
Omni channel communication unifies all your customer conversations in one place and helps you to understand your customer’s journey. With the insights from previous interactions, you can personalize customer engagement on all channels, and knowing the customer’s prior behaviour helps you to provide better customer service and reduce customer frustration. Remember, you can increase your reach by SEO if no one told you the same before!
Save time and improve agent productivity
Resolving a customer’s issue takes a lot of time and involves reading long threads of conversations back and forth on multiple channels. With Omni channel communication, customer care agents can save a lot of time as it unifies all the customer conversations in one place, helping you to minimize your TRT (Total Resolution Time). With improved TRT, you can solve more queries by the end of the day and improve your average response time.
Increased customer retention
It is important to connect with your customers on the channel they have reached you and deliver consistent support on all channels for better customer service and provide customer satisfaction. With Omni channel communication, you can address the customer where they chose to reach you and help you satisfy your customers. Satisfied customers are loyal to the brand and increase your customer retention.
Competitive advantage
Omni channel communication strategy can help you get ahead of your competition. It will set you apart from the other businesses that offer inconsistent customer experience by taking them from the customer’s desired channel to their customer service channel. Smooth and personalized customer service helps the brand to establish an image as a customer-centric brand. It will help you dominate the industry by being the best customer service brand.
Wrapping up
The main aim of Omni channel communication is to help you provide consistent service quality across multiple channels and minimise customer disagreement and frustration, satisfy the customers, and retain them.