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In today’s digitally and intelligently networked world, customers expect companies to be available on all channels – omni-channel customer service.
What is the importance of omni-channel customer service for companies and how can an intelligent call-back service further increase customer satisfaction in this model?
The quality of service alone often decides for or against a company. For many companies, it is becoming an important service objective to “pick up” customers via several communication channels. But how many and which channels do you need to use as a company?
The term multi-channel or omni-channel customer service describes a comprehensive approach to customer service in which different communication channels are linked together. Customers can be seamlessly connected and interact with the company via their preferred channels – whether by phone, email, live chat, social media or apps. The channels are intelligently linked with each other.
The customer can use the best channel for themselves and for you: an exchange is easy and optimal for both sides.
In the digital age, a clear omni-channel strategy in customer service is not just an advantage, but a necessity for successful companies. With a highly optimized multi-channel strategy, you can increase customer satisfaction, promote customer loyalty and ultimately increase your sales.
Customers are met where they are, whether online or offline. Companies that implement this strategy effectively stand out in a highly competitive market and build stable, long-term customer relationships.
A seamless omni-channel experience leads to a significant increase in customer satisfaction. Studies show that customers who are served on multiple channels develop greater loyalty to the company and are more likely to make repeat purchases.
For customers, telephone support is still the most popular communication channel. However, other channels are becoming increasingly important. The customer decides which channel to choose depending on the problem, current situation and preference. Channel hopping, i.e. when the customer changes channels in the course of communication, is often problematic.
The callback service is therefore a valuable addition to omni-channel customer service. It allows customers to arrange a callback at a time that suits them best instead of being stuck in a queue. This option increases efficiency and satisfaction as customers feel they are in control of the interaction.
Customers should be able to request the callback service from any channel – be it via app, website, phone, social media or email. Offer a user-friendly way to request a callback.
Another advantage – in line with omni-channel customer service – is that you can bundle the communication channels to your service center and actively influence the customer journey.
Today, modern omni-channel customer service is more than just a requirement – it is an investment in the future of customer loyalty and satisfaction. By integrating a callback service, companies are expanding their reach and improving service quality through flexible, customer-oriented approaches. Customers appreciate being able to discuss their concerns at any time and across all channels while retaining control over the when and how of the interaction.
You can score points with a positive customer experience that meets the omni-channel requirements of your customers! To do this, you should take a close look at your customers’ user behavior. Keyword customer journey!
For example, if Karsten (37 years old) “can’t get his Internet to work” and “has already pressed the button on the back of the rooter several times,” he will go to his internet provider’s site. There he will find a “Self-Service” section. Unfortunately, he can’t do anything with the proposed solutions.
Next, he probably finds a contact request form, which he fills out. But because he wants to get on the internet quickly and does not receive an answer after 30 minutes, he becomes impatient. Maybe he’ll get in touch through a social media channel. Although he receives an individual response there, he is unable to implement it because he is only marginally familiar with the technology.
To save time between questions and answers, Karsten finally chooses the telephone hotline, even though he has been using many channels. In this context – a customer with little knowledge of the product with a complex problem – the channel also seems to be the right one.
With our software solution, the customer is informed about the time until they can talk to a vacant agent. At the same time, they don’t have to wait on the phone because our software solution takes over this task for them – virtually.
This changes his experience of waiting, and by improving phone support, “channel hopping” is minimized.
Another advantage – in line with omni-channel customer service – is that the solution can be offered not only when calling the hotline itself, but also via your website or within your app. This means less effort for you in changing your communication structure and at the same time it bundles the communication channels to your service center.
This gives you the great advantage of being able to actively influence the customer journey and at the same time offer the customer a better service – on various channels. In short, virtualQ® encourages customers to use the best channel for themselves and for you. This is omni-channel customer service at its best!
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