{"id":231673,"date":"2016-09-07T17:08:16","date_gmt":"2016-09-07T15:08:16","guid":{"rendered":"https:\/\/virtualq.io\/news\/omni-channel-customer-service\/"},"modified":"2025-04-16T14:23:16","modified_gmt":"2025-04-16T12:23:16","slug":"omni-channel-customer-service","status":"publish","type":"post","link":"https:\/\/virtualq.io\/en\/news\/omni-channel-customer-service\/","title":{"rendered":"Omni-channel customer service &#8211; the right way to do it"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"231673\" class=\"elementor elementor-231673\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-3b85f2b2 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"3b85f2b2\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-bd0f2eb\" data-id=\"bd0f2eb\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-3e70ad6 elementor-widget elementor-widget-image\" data-id=\"3e70ad6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"800\" height=\"596\" src=\"https:\/\/virtualq.io\/wp-content\/uploads\/2023\/06\/Screenshot-2023-06-13-at-14.19.53-1024x763.png\" class=\"attachment-large size-large wp-image-217480\" alt=\"Illustration Omni-Channel Customer Servic\" srcset=\"https:\/\/virtualq.io\/wp-content\/uploads\/2023\/06\/Screenshot-2023-06-13-at-14.19.53-1024x763.png 1024w, https:\/\/virtualq.io\/wp-content\/uploads\/2023\/06\/Screenshot-2023-06-13-at-14.19.53-300x224.png 300w, https:\/\/virtualq.io\/wp-content\/uploads\/2023\/06\/Screenshot-2023-06-13-at-14.19.53-768x573.png 768w, https:\/\/virtualq.io\/wp-content\/uploads\/2023\/06\/Screenshot-2023-06-13-at-14.19.53.png 1250w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-69126c3a elementor-widget elementor-widget-text-editor\" data-id=\"69126c3a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h3><b>Success factor &#8211; service quality: establishing omni-channel customer service<\/b><\/h3><p><b><br \/><\/b><span style=\"font-weight: 400;\">Providing customers with the right information throughout the buying process, and especially after the purchase, gives you a clear competitive advantage. After all, it is often the quality of service that tips the scales in favor of or against a company. <\/span><span style=\"font-weight: 400;\">For many companies, &#8220;capturing&#8221; the customer through multiple communication channels is becoming an important service goal. <\/span><span style=\"font-weight: 400;\">In technical jargon, this is referred to as <a href=\"https:\/\/de.wikipedia.org\/wiki\/Omnichannel\">omni-channel<\/a> customer service. But which channels do you really need to serve as a company? For customers, telephone support is still the most popular communication channel. However, other channels are becoming increasingly important: email, WhatsApp and self-service are on the rise. The customer decides which channel to choose depending on their problem and preference.<br \/><\/span><span style=\"font-weight: 400;\">It often becomes problematic when &#8220;channel hopping&#8221; occurs, i.e. when customers change channels in the course of communication. In many cases, there are still gaps in the communication structure of the companies that inhibit the flow of communication and are noticed in a negative light by the customer.<\/span><\/p><p><span style=\"font-weight: 400;\"><br \/><\/span><span style=\"font-weight: 400;\">Understanding the customer and their communication preferences necessitates a<\/span> <span style=\"font-weight: 400;\">Business Case<\/span><span style=\"font-weight: 400;\">, which can be used as a guide. If one assumes, for example, that the customer:<\/span><\/p><ul><li style=\"font-weight: 400;\"><em><span style=\"font-weight: 400;\">uses media platforms opportunistically,<\/span><\/em><\/li><li style=\"font-weight: 400;\"><em><span style=\"font-weight: 400;\">is confident and informed<\/span><\/em><\/li><li style=\"font-weight: 400;\"><em><span style=\"font-weight: 400;\">and knows your competitors,<\/span><\/em><\/li><\/ul><div>\u00a0<\/div><p><span style=\"font-weight: 400;\">it becomes clear that a differentiation factor is necessary for your company. <\/span><\/p><h4><b>From Customer Journey to Customer Experience<\/b><\/h4><p><b><br \/><\/b><span style=\"font-weight: 400;\">With a<\/span> <span style=\"font-weight: 400;\">positive customer experience<\/span><span style=\"font-weight: 400;\">, which meets the omni-channel requirements of customers and garners you great rapport! To do this, pay closer attention to the user behavior of your customers. Keyword: Customer Journey!<br \/><\/span><span style=\"font-weight: 400;\">To understand the Costumer Journey, it&#8217;s best to imagine a customer. For example, if Karsten (37 years old) &#8220;can&#8217;t get his Internet to work&#8221; and &#8220;has already pressed the button on the back of the rooter several times,&#8221; he will go to his internet provider&#8217;s site. There he will find a &#8220;Self-Service&#8221; section. However, unfortunately, the suggested solutions are of no use to him. 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&#8217;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 &#8211; a customer with little knowledge of the product with a complex problem &#8211; the channel also seems to be the right one.<\/span><\/p><h4><b>Modernize telephone communication<\/b><\/h4><p><b><br \/><\/b><span style=\"font-weight: 400;\">As you can see, being able to adequately assess a customer requires near-psychic abilities. We may not have the solution for everything, but we at least have a solution that allows the customer to have trouble-free telephone communication and therefore keeps them precisely on that communication channel: <\/span><a href=\"https:\/\/virtualq.io\/en\/vq-products\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">virtualQ\u00ae<\/span><\/a><span style=\"font-weight: 400;\">. 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&#8217;t have to wait on the phone because our software solution takes over this task for them &#8211; virtually. This changes his experience of waiting, and by improving phone support, &#8220;channel hopping&#8221; is minimized. Another advantage &#8211; in line with omni-channel customer service &#8211; 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 &#8211; on various channels. In short, <a href=\"https:\/\/virtualq.io\/en\/\" target=\"_blank\" rel=\"noopener\">virtualQ\u00ae<\/a> gets the customer to use the best channel for them and for you. This is omni-channel customer service at its best!<\/span><\/p><p><a href=\"https:\/\/virtualq.io\/en\/contact\/\" target=\"_blank\" rel=\"noopener\"><b>CONTACT US NOW<\/b><\/a><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Success factor &#8211; service quality: Establish omnichannel customer service! virtualQ\u00ae offers innovative solutions for smooth telephone contact and minimizes &#8220;channel hopping&#8221;. <\/p>\n","protected":false},"author":101,"featured_media":217480,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[49],"tags":[],"favorite":[],"class_list":["post-231673","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-news-en"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Omni-channel customer service - the right way to do it<\/title>\n<meta name=\"description\" content=\"Service quality often decides for or against a company. virtualQ\u00ae offers omni-channel customer service at its best, whether web, app or telephony!\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/virtualq.io\/en\/news\/omni-channel-customer-service\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Omni-Channel Customer Service richtig gemacht\" \/>\n<meta property=\"og:description\" content=\"Egal ob Web, App oder Telefonie, virtualQ\u00ae bietet Omni-Channel Customer Service vom Feinsten!\" \/>\n<meta property=\"og:url\" content=\"https:\/\/virtualq.io\/en\/news\/omni-channel-customer-service\/\" \/>\n<meta property=\"og:site_name\" content=\"virtualq.io\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/virtualqapp\/\" \/>\n<meta property=\"article:published_time\" content=\"2016-09-07T15:08:16+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-04-16T12:23:16+00:00\" \/>\n<meta name=\"author\" content=\"katja\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:image\" content=\"https:\/\/virtualq.io\/wp-content\/uploads\/2023\/06\/Screenshot-2023-06-13-at-14.19.53.png\" \/>\n<meta name=\"twitter:creator\" content=\"@virtualqapp\" \/>\n<meta name=\"twitter:site\" content=\"@virtualqapp\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"katja\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/virtualq.io\/en\/news\/omni-channel-customer-service\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/virtualq.io\/en\/news\/omni-channel-customer-service\/\"},\"author\":{\"name\":\"katja\",\"@id\":\"https:\/\/virtualq.io\/#\/schema\/person\/b998c8299509498217fed3dde752652a\"},\"headline\":\"Omni-channel customer service &#8211; 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