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7 Omnichannel best practices for enterprises in 2021

9 mins read

We are experiencing 2021 as a very different year for customer service because how consumers used to engage with brands has been changed significantly. Enterprises need to map journeys across various touchpoints and make sure they work in synchronization which is at the core of omnichannel best practices strategy.

According to a report published by Forbes, 2020 shows that 75% of consumers are very likely to buy from a company based on their experience, regardless of price. 

Todays’ customers expect a consistent experience from enterprises, no matter what communication channels they adopt. While most organizations understand this, the larger challenge lies in establishing consistent information delivery and efficient customer support. However, businesses can mitigate such challenges by adopting AI and knowledge management platforms that integrate top communication channels and help build a seamless omnichannel strategy.

Different customer touch points for organizations to consider

An omnichannel approach is a holistic approach that integrates different types of communication channels (Digital as well as assisted) to offer customers an exceptional experience. To be successful at doing so, organizations must identify the most appropriate channels for their needs and back them with the right tools.

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Top 5 customer touchpoints in 2021 

1. Website

Customers today are willing to help themselves with their queries. For that, they look for information on websites and try to troubleshoot their problems. 

2. Social media

Social media is the next in line where customers look for their solution. Social channels are booming day by day and play a critical role in delivering customer experience.

3. Chatbots

Consumers today expect a human-like experience from bots. They prefer chatbot because it’s available 24*7 for their service.

4. Contact center

While today customers expect to resolve their common problems via self-service channels but they look to help desks for more pressing issues. To be able to provide faster & accurate resolution to consumers is a top priority for contact centers.

5. Email

An email has never gone out of date. It is an effective mode of communication for global consumers. 

An important point to note here is how to make all these customer touch points intelligent. That’s how robust knowledge management software comes into the picture. The platform not only assists your digital channel but empowers your contact center agents and makes them superheroes.

Top 7 best practices of 2021 for omnichannel customer support

To provide seamless and connected omnichannel customer support, here are some best practices you can look into.

1. Learn from customer behavior on different channels

To collect relevant data, give attention to consumer behavior throughout the customer journey. Metrics such as average response time, average handle time, time to get resolution will help improve your customer experience and ensure that your service level is consistent across platforms.

2. Organize your customer’s data

Be assured to manage effectively the data you receive from all of your omnichannel customer service platforms to address customer issues efficiently. Knowledge management on the other hand ensures that information from all interactions across channels is providing timely & accurate resolution.

3. Integrated offline and digital experience

It’s important to have seamless connected digital and assisted experiences and omnichannel customer service strategy along with robust knowledge management can bridge digital and contact center service. 

4. Effective customer support over mobile devices

Today the convenience of communicating over mobile devices makes them a popular communication channel, especially for millennials. Do ensure that your mobile device is effective enough to resolve customer’s queries. 

5. Use AI to boost agent productivity

AI-powered chatbots and social media channels are capable of driving human-like conversations and resolving multiple queries in real-time. Collect & analyze data from all these touchpoints to identify complex issues and route them to contact center live agents for personalized assistance.

6. Offer more self-help options to customers

As more customers are adapting to digital channels and becoming more tech-savvy, they prefer self-help options. Equipping customers to find answers to their queries from a well-built centralized knowledge base can enhance the user experience. Putting FAQs on websites and making them easily accessible is a great strategy for the way forward.

7. Personalized experience through emails

Many of your customers still prefer to email about their problems and so expect you to be there for them. So writing a personalized c email is a great way to boost customers’ trust. 

Also, it’s a great idea to spread awareness about offers and discounts by sending them personalized notes on email. 

Conclusion

An omnichannel customer service strategy can help you build a seamless customer service strategy using the knowledge base software at the heart of it.  Allow your front-line heroes time to focus on more complex issues while simple queries can be handled by other customer touchpoints. Robust knowledge management and AI can ensure that your teams deliver.

 

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