Shifting Omnichannel Support from Concept to Reality

The concept of omnichannel customer service has been watered down. It’s more than simply communicating with customers on every channel. True omnichannel support ensures seamless transitions and consistent experiences from one channel to the next. Companies providing true omnichannel support are collecting and harnessing the information gained in every interaction across channels to drive stronger, more meaningful customer relationships, increase revenue streams, and improve operational performance.

Implementing an omnichannel support strategy is a significant investment for any company. From a people perspective, it requires organizational and cultural shifts in how your company and its employees view the goals of customer service.

Customer service must move from a ticket-centric to a customer-centric model. This enables your customer service team to focus on goals, such as reducing customer effort, driving more first call resolutions, and building long-lasting customer relationships, rather than resolving tickets as fast as possible.

An omnichannel support strategy will create more effortless experiences on both sides that yield better outcomes for both customers and agents. It will ensure customers are provided meaningful support that places them in the driver’s seat, and agents will be given the proper context to progress every interaction forward.

From a technology perspective, an omnichannel strategy requires that you have a support solution that can integrate your communication channels and capture the free flow of conversations across channels, displaying the data in a single screen. A best-in-class solution should create a unified home for all of your customer data, regardless of the source, not just the data generated from customer conversations.

An omnichannel strategy backed by a true omnichannel solution will quickly facilitate the customer service that drives loyalty and keeps your customer base growing. To learn more about why customers expect an omnichannel approach, and how your company can benefit, download our guide.