First, let’s be sure we know the true meaning of “Omnichannel” “Omni-channel” or “Omni Channel” shall we? A simple definition no matter what the spelling of it is:
Adjective – Denoting or relating to a type of retail that integrates the different methods of shopping available to consumers (e.g., online, in a physical store, or by phone).
“80 percent of sales for omnichannel retailers happen in the offline world”
Even that quote from Google explains that if you are an organization that provides customer service solutions and you aren’t crossing over all platforms, you need to make a change.
This definition is accurate; however, it doesn’t quite cover all the bases. The digital era is ever evolving, and it really does need customer service to keep up.
Why is it more than just being available?
Cloudtags writes, “The way that many are explaining omnichannel today is: ‘cross channel being done well’. This quote embodies what we truly mean by USING omnichannel. It is truly not being available, it is how you use it well.
HubSpot – which we all love – said it best.
What Channels are a must?
Clearly, every customer service solution should include phone and email. But is it necessary to cross over every single social channel as well?
Omni-channel doesn’t just have to mean an extra chatbot, it means answering customer service issues across all social networks. That sounds like a beast to wrangle but it is so worth it for the top-notch experience they receive.
Ask yourself these questions:
- Who, what where and why are my customers?
- What do they want to accomplish?
- What are the best channels that will meet and exceed their needs?
Channels that should be included are:
- Email/Inquiry Form
- Social Networks: Facebook, Twitter, Instagram, LinkedIn
- Bonus Networks: Pinterest, SnapChat,
Jade Longelin of Playvox writes about 4 Steps to Transform Your Call Center into An Omnichannel Superstar. She states, ‘According to a recent survey by ICMI, 53% of consumers say that they prefer online chat before calling a company on the phone.’
“It’s the first year that a digital channel has surpassed telephonic support,”
– Justin Robbins, Founder of JM Robbins & Associates
Chat is the ever-evolving way that people want to reach out these days. We get it, it’s easy, convenient and pretty much instantaneous service. How available would you like to be for your customers? Weekdays… weekends… 24/7?
Finding the balance in your Omnichannel customer support solution is key. Once you know your customers’ needs, create a roadmap of trackable time spent on chat. Zendesk created a seamless integration with Chat in their Zendesk Suite.
Learn the customer expectations and follow accordingly.
How do you staff for Omnichannel support?
We asked VIPdesk Connect’s own team how they staff for omnichannel support. The answer is: very carefully. Staffing across all time zones ensures that if you are offering 24/7 support, which in some cases is crucial!
The vetting process is quite detailed as well because you do need accountable, reliable work from home brand ambassadors that are skilled at certain software and social platforms. Training most definitely comes into play!
Our recruiting team sifts through hundreds of emails daily looking for passionate Brand Ambassadors with the heart for customer service.
Bright Pattern helps keep omnichannel support easy to use and up to date. Bright Pattern offers a blended Omnichannel communications platform that makes for effective communication for any contact center.
VIPdesk Connect creates not only an omni-channel experience but has always evolved to stay up to date with the current customer service needs. It’s a customer centric mentality to think, breathe and act as they would! We essentially want to put ourselves in our customer’s shoes.
Omni-Channel or bust!