How to Achieve a Greater Omnichannel Customer Engagement With Strategy and Flexibility
The customer support interaction you have with your client base has a huge impact on your continued success and business reputation. It also affects the way your agents feel about working with your company. This means you need to fully understand what support channels work best for your clients. You’ll then need to implement omnichannel support tools so your agents can provide high-quality service, regardless of the way the client is engaging with them.
However, even after implementing customizable customer support software, you still need to have a good strategy in place. A big part of this involves your agents remaining flexible with regard to your clients’ preferences. If they’re not, customer interaction suffers. That’s why we’re going over a few ways to help maintain high-quality client engagement.
Employee Communication is a Must
When assisting clients with complicated issues, agents often need the support of other team members. In some cases, they may need to communicate with other departments that specialize in certain aspects of your product. When this occurs, your agents need a way to quickly and effectively communicate so the support process stays on track. In this situation, omnichannel support software is one of the most imperative assets to a B2B organization. This technology allows staff to seamlessly communicate with one another, view client information, and even hand off tickets. Tasks like this are extremely difficult when using a siloed infrastructure. Tools like software for B2B customer service brings agents and other departments together so they can collaborate throughout the client engagement process.
A Clear Understanding of Your Process
For a support team, high-quality service isn’t possible without a clearly defined set of guidelines. These should include all tasks expected of each employee. If agents in your support department only handle specific channels such as chat or phone service, unique guidelines must be set for each role. You’ll also need to determine what tools within your customizable customer support software are best suited for each role. To help you establish these guidelines, you’ll need to analyze what channels your clients tend to use for certain issues. You can then refine your process to ensure customer engagement is geared towards timely and effective resolutions. Consider adding these guidelines to an internal knowledge base so team members can easily access them.
Omnichannel engagement is all about using the right software to solve your client’s issues. Your agents shouldn’t have to switch between siloed programs when they need to provide assistance through different channels. Instead, a centralized system with customizable dashboards allows your team access to up-to-date information regarding client contracts, tickets, and support history. Plus, they can set up their own unique dashboard to navigate the system the way they like. This promotes high-quality engagement and gives your agents the ability to dictate their own workflow. You’ll probably notice that your clients along with your agents are much happier.
Start Improving Client Engagement Now
Poor customer engagement can cost your business money and damage your reputation in the B2B industry. Avoid this by implementing the right software now.
PhaseWare can help by providing software for B2B customer service. Contact us today to learn more.