Companies with rigid and limited modes for customers to connect with them often bear the brunt of negative feedback and reviews from customers. The fewer ways may lead to catastrophic results since customers want their service at their convenience, and they ideally expect to choose the mode through which they’d like to connect with the company.
Information management systems help companies’ decision-making, and accelerating decision-making, control, coordination, analysis, and visualization of information in an organization. The prime goal of any information management system is increasing revenue and profits. It aids in this by giving relevant and appropriate information for decision-making in a limited amount of time.
A knowledge base could be thought of as a searchable catalog holding all the information about a company’s product and services. The Knowledge base has an amalgamation of content in multiple formats that help troubleshoot consumer queries and issues. Knowledge management acts as a bible for many company’s internal teams to quickly access relevant information.
Knowledge management software works by assisting organizations to put all the useful content into a single searchable database. While advanced knowledge base systems use AI and ML to automate information from the database to solve consumer queries, typical knowledge base software are configurable making personalized databases with public and private access.
With Omnichannel Customer Support, customers have multiple ways to interact with the companies. Many people might confuse omnichannel support with multi-channel support. The prime reason why omnichannel support stands in ascendency is its ability to hold individual history and context, so a switch in a communication channel from the user doesn’t lose the context.
Table of contents
- What is omnichannel customer support?
- Mutiple-channel Vs Omnichannel support
- Is your team omnichannel ready?
- 7 Advantages of having an Omnichannel Ready Knowledge Base:
What is omnichannel customer support?
Omnichannel is an advertising strategy that integrates all physical and digital channels for a unified customer experience across all channels. Omnichannel focuses on creating a connected and consistent customer experience(CX) across channels.
Businesses taking an omnichannel approach to customer experience consolidate channels and put the customer context and history from all channels under a single umbrella. This approach enables multiple teams to reference and access the customer information whenever they need it, regardless of the channel users are on.
The ability to move interactions quickly from one channel to another is what defines a truly omnichannel customer service experience. A recent study revealed that companies providing omnichannel support performed better across key CX metrics boosting their faster response times and scoring high on customer satisfaction.
With the pandemic raging across the world, customers find themselves engrossed online more than ever, and more than half of users say they value CX more than they did possibly a year ago.
Countless companies simply disguise their “multi-channel” support as “omnichannel” support. It is essential to understand the difference.
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Mutiple-channel Vs Omnichannel support
Multi-channel is about providing multiple communication channels but not necessarily connecting each other. A multi-channel experience allows customers to contact support through different channels but fails to hold the context and history, making documentation and coordination difficult.
Omnichannel is going a step further and providing a consistent communications journey for your customer. The conversation history and context travel with the customer from channel to channel, allowing multiple teams to provide efficient, coordinated, and personalized support.
Statistically, omnichannel customer experience drives customers to spend more. Omnichannel customers spend 4% more in-store and up to 10% more money online! Omnichannel for Customer Service enables companies to use a rich Omnichannel knowledge base to quickly retain relevant information while working on a case and provide accurate answers to customers without switching channels.
Omnichannel has closely related to the retail and marketing sector also. The specific details may differ, but the concept fundamentally remains the same: to provide a consistent experience regardless of the channel a user might be on.
Is your team omnichannel ready?
For omnichannel success, you need to provide your customers with coverage across various channels, a seamless experience for every channel they use, enhanced mobile access, and a robust and personalized agent interaction.
Brands are slowly understanding the positives of omnichannel support. Specific ways companies improve their CX metrics depend primarily on the unique industry, customer base, and other factors. However, any good omnichannel experience has one thing in common: creating a cohesive and co-existing journey for the customers where context and history are retained. With omnichannel support, customers could have the advantage of customer service anytime, anywhere!
7 Advantages of having an Omnichannel Ready Knowledge Base:
1. Consistent information delivery
User Information is consistent throughout all channels, making it easier for teams inside the organization to cater to any consumer.
2. Customer convenience
Consumers choose to connect with the brand through their favored modes rather than being limited to a few channels.
3. Ticket deflection
Tickets could be moved without much hassle across channels which could be a daunting task for internal teams.
4. Resolving issues faster
Issues are catered to and acted upon much quicker; they are also easier to track.
5. Delivering more personalized experiences
Retaining a context helps deliver a personalized experience to the user and makes them feel important and valued. This helps in brand value and customer retention.
6. Better identification opportunities to satisfy customers
It leads to multiple ways brands may target to help their customers through the customer’s preferred channels.
7. Reducing churn & increasing revenue
It could be a blessing in disguise for companies looking to accelerate their revenue.
Having a multi-channel CX could go a long way in building brand trust and giving a positive experience to the user. It’s always better to give customers all the options they are likely to use rather than limiting the communication channels to a few modes. Users appreciate the experience of service at customer touchpoints. The advantages of an omnichannel experience couldn’t be more evident than before.
The number of customers is growing exponentially online, increasing the need of establishing multiple coherent and connected channels to communicate. Omnichannel marketing demands a business to connect data from various touchpoints and departments across the organization to ensure a consistent and contextual experience that genuinely benefits the customer.
Omnichannel retailing connects a customer’s online, mobile, and in-store visits. One benefit of omnichannel customer service is offering both live and asynchronous channels and creating an integrated experience across those channels. It also allows better understanding among the teams working to provide a service to any consumer.
Through omnichannel marketing, organizations can deliver a unified and personalized customer experience acknowledging previous touchpoints along the customer journey. This fosters brand awareness in the consumer’s mind and leads to improved engagement, increased ROI and sales, and enhanced customer retention and loyalty.
Omnichannel provides seamless flexibility to consumers when purchasing and paying for goods and services while accelerating opportunities to build a brand among diverse audiences. It also gives companies additional chances and platforms to solicit and use consumer testimonials and all-time access to customers, helping build brand loyalty and retention.