Omnichannel support is one of the most dynamic methods of customer service available today. Savvy business owners across the globe utilize this modern technology to boost their conversion rates, retain repeat customers, and provide on-call customer service.
If you’re just getting started with your own omnichannel support system, you might be wondering how you can tell if it is working for your business. This guide will provide some pointers on determining whether your support services are living up to their fullest potential.
Positive Customer Feedback
It might go without saying, but having a robust customer feedback system in place is essential before, during, and after implementing omnichannel support. Through online reviews and returned customer surveys, you’ll be able to track how well your omnichannel support system is serving your consumers’ needs.
You can boost your feedback returns by soliciting your customers’ opinions through your omnichannel systems. For example, a customer utilizes live chat support to resolve an issue. Afterward, your agent may request that the customer answer a survey about their experience.
Additionally, send links to surveys or pages to leave reviews through email or text messaging. Monitoring customer feedback across all of your omnichannel systems will tell you a great deal about what is working and what may still need adjusting.
Increased Social Media Engagement
Another valuable way to measure your omnichannel’s success is through social media. Many online consumers are using at least one form of social media. If your business has pages on Facebook, Twitter, and Instagram, your customers likely interact with it on those sites.
Increased engagement with your social media pages is a good indicator that your omnichannel support is working fabulously. Customers may visit your pages to check for updates or ask about promotions. Others will use social media simply to interact with other individuals who love your brand.
Alternatively, a customer may engage with your social media pages to indicate they have an issue with their service. If your omnichannel services are working as intended, any such matters raised will be handled promptly and respectfully. It is an opportunity to show other consumers that your business conducts itself professionally, even on social media.
Consistent Use of Omnichannel Support Systems
A significant indicator of your omnichannel support’s success is whether or not your customers are using the systems to their advantage. Consumers like to take the path of least resistance, and if your omnichannel support provides the smoothest experience with your business, it’ll show!
For the best experience, your omnichannel support systems should be both easy and accessible. A consumer might not utilize every form of support you offer, but consistent reliance on one or two means that they are finding the service useful.
If you are experiencing low usage of your omnichannel support, evaluate whether your services are easy to understand. Ask yourself if your email or text support systems are too intrusive, and make sure your social media takes advantage of the latest trends and hashtags.
Improved Conversion Rate
A boost in successful sales is another strong indication that you’re getting the most out of your omnichannel support. By giving your customers multiple ways to engage with your business, you increase your digital profile. In doing so, you keep your product at the forefront of the consumer’s mind.
You should monitor where you are getting the majority of your new business. Is it your latest email campaign, or are you producing leads through social media? Find out which channels work best for your customers and focus your efforts there.
Chat support is an excellent method of improving conversion. If you notice that you are getting traffic to your site but proportionately fewer sales, try implementing this system. It will do wonders for capturing a consumer’s business before they navigate away from your page.
Higher Retention Through Omnichannel Support
Once you have a new customer, your omnichannel support should be working to keep them coming back. Methods such as text support are instrumental when engaging with potential repeat customers. Younger consumers, in general, prefer this modern method of communication. As a result, they are more likely to respond to sales promotions that come straight to their phones.
On the other hand, you don’t want your omnichannel support to be the reason your customers don’t want to do any further business. Understanding your customers’ needs should always be at the forefront of your omnichannel support strategy. As always, don’t fix what isn’t broken.
Empowered Omnichannel Support Agents
Lastly, one of the most intuitive ways of gauging your omnichannel support systems’ success is by looking at your human resources. Your omnichannel support agents will be the first point of contact between your business and your customers. If your agents have the knowledge base and confidence to answer a consumer’s query, your omnichannel services will thrive.
Empower your agents by soliciting their feedback and opinions on how your omnichannel support works. Your agents are on the front lines of the customer experience, and their input on the systems in which they work every day will be invaluable to strengthening the services you offer. Engage them in conversation and utilize their expertise.
Millennial Services is one of the leading industry firms in omnichannel support. We also offer services including call center support, quality assurance, and back-office services. Our agents have been trained in all facets of this dynamic customer service tool and will dedicate themselves to learning everything about your business and product.
Visit our website today, or contact us directly to inquire about all the ways Millennial Services and omnichannel support can help grow your business.