Delivering a positive customer service experience is often hard for some companies to achieve because they aren’t focused on providing an omnichannel customer experience. An omnichannel experience requires more than simply being available across multiple platforms; in all actuality, it demands that brands deliver a more humanized support structure.
To show you just how important a positive customer experience is, take a look at the following statistics acquired from a 2018 study performed by Salesforce titled State of the Connected Customer:
- 80% of customers say that the experience a customer provides is equally important to the company’s products and services
- 67% of customers have a higher standard for good customer experiences
- 84% of customers expect to be treated like a person, not a number
- 61% of customers believe that a commitment to their satisfaction strengthens their loyalty to the brand
Using this information, we can notice a trend forming: a positive customer experience creates brand loyalty. A humanized brand increases customer satisfaction, and an increase in brand loyalty and customer satisfaction yields higher sales from returning customers.
So, with all of that in mind,… how do we provide our customers with all the bells and whistles of a positive customer experience? Simple, deliver them with an omnichannel customer experience!
What is an Omnichannel Strategy?
An omnichannel customer service strategy incorporates several digital channels to provide a unified brand experience. For example, customers can expect to receive a positive customer service experience through SMS text, social media, email, direct messaging via live chat, or even regularly browsing your website.
To help your brand develop a successful omnichannel customer experience, we’ve put together a list of 3 quick tips that you can incorporate into your business strategy today!
1. Mobile Infrastructure is Crucial:
The design, e-commerce functionality, and gorgeous photos of your website don’t matter if they can’t load efficiently on mobile devices. OuterBox conducted a study and found that 40% of users will go to their competitor’s website if they get a bad mobile experience.
To support your mobile shoppers, you need to make sure that your omnichannel strategy focuses significant resources on developing a positive mobile support structure.
2. Live Chat and SMS Delivers an Unmatched Human Element:
When a customer is annoyed with something that didn’t go their way, the last thing they want to experience is a robotic support system that worsens their problem. Having a live chat functionality provides customers with quicker, more human resolutions to strengthen their loyalty to your brand.
Giving customers the option to chat with your support team via email, through the web, or by SMS is also a great idea as it provides the customer with a choice to decide how they want to be helped. Remember, focus on being human in this sector of the omnichannel customer experience!
3. Social Media isn’t Free Marketing… But it is Extremely Useful:
A successful customer strategy makes sure it is everywhere that the customer is. Social media gives businesses the chance to promote their brand, products, and mission to more significant audiences.
Social media is also a tool that businesses can use to expand their omnichannel support strategy… in fact, many brands rely on Twitter and Instagram DMs to handle support tickets. Not only will social media help you solve one customer’s concerns, but it could also help other customers who have similar questions or problems once the response is publicized.
At the end of the day, providing a positive omnichannel customer experience is all about having the option available to consumers wherever they shop. Remember, keep things unified! Your customers should have a similar support experience whether they’re getting help on the phone, through email, or on your website.