13 Apr, 2018 Five critical omnichannel customer service best practices
Many companies are still working to integrate the human and automated elements of their customer service. As customers seek smooth, mobile options and contact centers begin outsourcing for efficiency and cost-effectiveness, the adoption of omnichannel technology has become more ubiquitous as it has begun defining the future of customer contact.
A report by Aberdeen Group showed that omnichannel systems improved revenue streams and increased customer satisfaction and retention rates over all other contact center models. There is ample proof that properly integrated systems drive better results, and as companies implement the technology, there are hurdles to cross that are inherent to any transition. In December 2017, we even reported on some of the most distinctive challenges that customer experience (CX) initiatives will face in 2018.
Following these five best practice tips for your contact center’s omnichannel integration will help maximize its impact and reduce the potential roadblocks to optimal CX.
Know where and when to automate your business process
The customer has never been more right than now to expect seamless service. Thanks to the technology available to the average person, certain business practices that inconvenienced customers are no longer acceptable—and for most companies, it’s for the better to streamline business processes. Customers know the possibilities for simple experiences, and these expectations dominate not only their personal lives, but their business lives as well.
Customers today simply don’t have the time for drawn out customer service processes, and consumer technology is increasing that expectation every year. Fortunately, automated technology is creating the frictionless customer experience and trimming the fat.
Studies by Gartner show that by the year 2020, 85 percent of a customer’s interactions with a business will be automated. That remaining 15 percent is perhaps the most critical part of the entire transaction, with those being the more complicated issues that automation could not handle autonomously. Knowing which parts of your customer service to automate is half the battle. In a blog we wrote earlier in March, Humach CEO Tim Houlne pointed out that the more finite your variables in a situation, the more reliant on automation you should be.
“The ideal scenarios to automate are simple decision trees where you know your total universe of variables. If there are unlimited variables or answers that require a decision based on the input, leave those with the qualified agents to handle,” he stated.
Offer the best mobile service possible
There should be no compromise on the mobile front. With mobile interactions hugely influencing customer decisions, as pointed out in this Forbes article, it’s only going to get more commonplace that interactions between businesses and customers will take place over mobile devices on-the-go.
If customer retention and satisfaction is a primary goal, then meeting customers where they’re at is key. Optimize your mobile presence and make it just as accessible and inviting as your web-based, or even your brick-and-mortar presence.
Properly track and measure your engagements
Tracking your customers’ satisfaction with customer experiences doesn’t have to be complicated.
From the simplest push of a button to an entire dictionary of terminology for metrics, a major factor in continued success at your contact center will be tracking how you’re performing in your customers’ eyes. Since customers are highly prone to abandoning a business completely after just one negative experience, keeping up-to-date on these statistics is crucial for long-term CX growth.
Stats like frequency of visits, how much time is spent on a page, and the core actions each user is using help determine what’s working and what might be hindering a seamless customer experience.
Employ the cloud
Cloud-based data is one of the most disruptive technologies in recent years. Offering greater flexibility and options for managing customer data, the cloud is an excellent way to bring smooth operations and meet customer demands while simplifying business processes to optimize efficiency and growth potential. Modern cloud technology has seen dramatic improvements over the years, driving it full speed ahead into the future of contact centers and the customer experience.
Find a reliable outsourcing partner
Many factors play into the selection and decision to outsource to a partner, but the transition can help your business grow and provide additional support when it’s needed. Who you select can also have a range of impacts, from competitive pricing to large-scale industry players. At any rate, it’s essential to match factors like your size, location, and aligned business objectives and goals when onboarding a partner for the long haul.
It’s also critical to be prepared for an ever-changing business climate. By keeping a list of potential partners, and maintaining a strategy for fluid partner exits, the transitions will be smooth and seamless.