3 Ways to Know if an Omnichannel Customer Service is Right For Your Company
If you’re in the customer service industry, you’re probably aware of omnichannel support. Many companies are now using it to provide a higher level of service to their clients and improve their customer experience. An omnichannel customer service solution can help you consolidate your support channels into one tool, which allows your service team to provide consistent, high-quality service.
By implementing software for B2B customer service, your team can easily access all pertinent client information, data, and service history. This gives teams much more flexibility and ensures no information falls between the cracks. However, it may be hard to tell if omnichannel service is right for your company. The last thing you want to do is implement tools that don’t help. That’s why we’re going over three ways to know if it’s the right move for your business.
Inconsistent Service Performance
If your clients are running into issues across different support channels, it’s probably time to make changes. One sign this is becoming a problem is if clients are having to use multiple channels to find solutions. A good example of this is when a customer calls in for service, doesn’t get the help they need, and then uses chat to ask the same question. If this is happening, your clients will start to lose faith in certain channels. They may get to a point where they don’t know the most effective way to reach you.
Another sign of inconsistent service is tickets or emails getting lost or forgotten. This happens when there’s too much separation within your support department. If this is the case, you risk losing clients due to a poor experience. You’ll need to use configurable customer support tools to bring these channels together.
An Overstressed Support Team
The happiness of your support staff has a direct impact on the customer experience they provide. Unfortunately, if your team is constantly inundated with tickets, emails, calls, and chat messages, there’s a good chance they will feel overworked. Some companies deal with this by hiring more staff. However, if you want to work towards significant growth, you need to implement an omnichannel solution.
By consolidating your operation, your support team can move between channels with ease instead of jumping around. This will allow them to handle a higher volume without getting stressed. A good example of this is communicating with a client via chat and pointing them to content in the self-service portal without interrupting the interaction.
Problems Generating Metrics
Are you have issues when trying to create data reports across all support channels? If this is the case, you need to find a solution right away. Metrics are key to analyzing the performance of your support department and making necessary changes. By using configurable customer support tools, you can harness important data from each channel and bring it all together in a streamlined report.
Once you have a clear picture of your support operation, you have a better opportunity to make educated decisions. This could mean implementing proactive solutions or repositioning your staff to better utilize their strengths.
Turn to Omnichannel Support Tools
If your support operation is falling flat, you may need to get all your eggs in one basket with omnichannel support. This could be the key to a top-notch customer experience.
PhaseWare can help by integrating software for B2B customer service into your support operation. Contact us today to learn more.