More Ways to Connect with Customers
With new means of communication popping up on a regular basis, businesses have even more opportunities (and challenges) to connect with customers. It can be a juggling act sometimes for agents to manage incoming messages on all of the different platforms. Service teams need to know what their customers preferred channels of communication are and have a way to manage all queries through one central system.
Omnichannel support allows for this flexibility and helps to reduce the obstacles preventing seamless customer communications. Meeting your customers where they are is one of the easiest ways to build authentic relationships and improve customer experience. Having access to the right tools ensures that they will keep coming back – time and time again.
A recent study by the Harvard Business Review found that finding new customers can be anywhere from five to 25 times more expensive than retaining current customers. This cost is often overlooked, although when you think about the different touchpoints that need to be opened for effective customer communication, it is not hard to see why you need to have an omnichannel approach.
Companies are usually spinning numerous customer communication plates at the same time – mobile push notifications, website shopping, email blasts, social media, chats or SMS texts … the list is both extensive and filled with the potential for inadvertent errors.