The New Standard for Customer Service: Omni-Channel Support
With the access organizations have to new technologies, the one thing that can make a business stand out is their quality of customer service. Make sure your company is staying up to par with the new standard of customer service:
Omni-channel customer service is an approach that provides a seamless and integrated experience across multiple channels, including email, phone, live chat, and social media. It's an important aspect of customer service because it helps businesses to improve satisfaction, loyalty, and retention. Here are some of the key benefits of omni-channel customer support:
Increased satisfaction: According to a study by Forbes, companies that implement omni-channel customer service see a 91% increase in customer satisfaction.
Improved loyalty: Customers who have a positive experience with a company's omni-channel support are more likely to be repeat customers, resulting in improved customer loyalty.
Reduced effort: Omni-channel customer service can reduce the effort required by customers to resolve issues, leading to increased satisfaction.
Increased revenue: A study by the Harvard Business Review found that companies that implement omni-channel customer service see an average increase in revenue of 9.5%.
Better decision-making: By having access to a complete view of the customer journey across multiple channels, businesses can make more informed decisions about their customer service strategy.
Omni-channel support is an important aspect of customer service that can help businesses to improve satisfaction, efficiency, engagement, and retention. By providing an enhanced experience across all channels, businesses can build trust and establish strong relationships with their customers.