Optimize Your Omnichannel Support Implementation

How To Get Your Contact Center To “Optimal” Fast Regardless of Which Software You’re Using or How Much Experience You Have

When a customer needs help with an issue, dealing with customer service can be frustrating. Having to repeat the details of a problem multiple times to various levels of management or through different methods of communication to get a resolution can be very stressful. If the interaction between the customer and company begins on social media but then moves to a phone call so the customer can get further clarification, the information provided during that first interaction is often lost. The same can happen when the customer is put on hold to speak to a different representative.

The client needing support may have no choice but to begin all over again, sometimes several more times, to get someone to understand what they are calling about. This process wastes the customer’s time and inconveniences the entire customer service department, risking customer satisfaction and potential sales.

Omnichannel support is a customer service channel support system that provides a seamless customer experience across different communication channels. This technology coordinates the ability to access and process data to streamline decision-making and simplify customer engagement.

With omnichannel support implementation, support systems management is consolidated to make customer service as easy and efficient as possible for the consumer. 

What are the benefits of omnichannel support? 

Omnichannel support is a proven strategy for customer service that integrates all channels, including email, online communities, live chat, social media platforms, and other avenues to streamline the user experience. Combining customer service channels allows for the storage of customer interaction data, all within a single platform. 

The main benefits of omnichannel support include:

Insight into customer behavior across all support channels.

With omnichannel support, a business can collect and analyze customer data such as preferences, behaviors, and values in one centralized place. This data will help your company understand how customers engage with your company and how their needs vary between channels. 

This knowledge can assist you in identifying weak spots in the customer journey so that you can make necessary adjustments to provide better service.

Improved customer retention and increased revenue.

A good customer experience is necessary to build relationships. Omnichannel support lets customers contact representatives directly or through self-service options such as a support forum. This benefit provides shoppers with a seamless and positive experience via all channels, leading to retention and increased revenue.  

Faster ticket resolution and improved customer satisfaction.

One of the biggest complaints about customer service is the lack of communication within a company. Having to repeatedly explain one’s situation in an attempt to get a problem resolved is a waste of time for both the customer and the support staff.

Omnichannel support eliminates the need for redundant conversation and gets tickets resolved faster.  Integrating channels lets customer service agents view all customer interactions and conversations from a single dashboard. This way, they can pick up from the last interaction with customer support and move the customer forward on their journey. Customers don’t have to repeat themselves; representatives don’t have to spend time digging through past conversations. 

What are the challenges related to omnichannel support implementation?

It can be tricky to get omnichannel support up and running on your own, let alone operating at optimal capacity, especially when you are busy running your company and the staff you do have is inexperienced. Your team must quickly learn to function within different channels and interfaces to make an omnichannel system work. 

To effectively optimize your omnichannel support implementation, it’s essential to understand the challenges you might face. 

Integration Issues

Integrating customer service software tools can take time and effort. Older computers and software may not be compatible with a new support system. Omnichannel support implementation may require leaving behind outdated technology and investing in new components to keep everything running smoothly.

Data Management Challenges 

Organizing, collecting, and managing vast amounts of customer data is very challenging. Businesses will have to find the right tools with all the features they need so that the customer service team can easily access them and keep everything up-to-date.

Coordination Challenges

The absence of team coordination in omnichannel support can lead to ineffective internal communication. Confusion and misunderstandings on either front are often the reason for slow or inadequate responses. Lack of coordination quickly leads to customer dissatisfaction. 

Security Issues

Unfortunately, seamless customer support across all channels and platforms heightens the risk of third-party breaches. Cybercriminals often target companies that compile customer data such as name, location, financial information, and browsing history. Any mismanagement or breach of this sensitive data can severely tarnish a company’s reputation. Adding additional security features, such as firewalls, employee security training, and third-party security evaluation, should be implemented to keep information secure.

Training Challenges

If employees don’t know how to use some of the omnichannel support tools, you’ll have wasted your significant investment, and the whole customer service process may slow down. Make sure to provide sufficient training for your staff before going live with the new software. Be aware that staff may need additional training as new features become available.

Cost Issues

Because outdated technology may not be compatible with newer omnichannel support tools, there may be some additional costs. New software and hardware can be expensive, but better customer satisfaction will outweigh the investment.

Despite the issues that may crop up with initial implementation, a clear omnichannel strategy can overcome challenges and provide a seamless experience throughout the customer lifecycle. An omnichannel support provider can help.

What will your omnichannel support look like?

Consistency across all customer support channels is the hallmark of omnichannel support. Featured elements include:

• Inbound Phone Support: When customers call, they want to know they are being listened to and understood by a real, U.S.-based person. With omnichannel support, every call receives top priority and full attention.
• Outbound Phone Support: Companies can keep in touch with their customers and efficiently follow up with prospects through outbound phone support. This feature will help you target new customers, close more deals, and retain more clients. 
• Email Support: Rapid email response times help customers feel their concerns are valid. Prompt, personalized, and insightful responses to clients’ issues and questions significantly enhance customer satisfaction.
• Chat Support: Live chat can be the best option when customers need access to help quickly. This technology can provide a low-barrier method for customers to get in touch while still providing reassurance that they have a compassionate point of contact. 
• Social Media Support: Social media has become a significant customer service channel. Many people complain on social media, but it’s a great place to engage with your customers and foster more positive reviews.
• Text Message Support: Texting is often customers’ preferred method of connecting with businesses. Most customers check their text messages at least once per day. 

Omnichannel support enhances customer interactions and engagement, increasing long-term loyalty and revenue. Because you only pay for what you need, your support services can be customized to optimize customer engagement.

What will an omnichannel support implementation provider do? 

Implementing omnichannel support into your existing customer service profile requires being realistic about customer preferences while using best practices. Your implementation provider can help you determine what features will benefit your business the most.

Implementation providers will focus on the following:

Your Goal

Your number one goal for omnichannel support implementation is to provide the best customer service experience possible for your target audience. How you will do that depends significantly on the needs of your customers. Your provider will help you to identify your audience and learn their communication preferences. This step can help you build relationships, increase loyalty, increase profits, and successfully build your brand. 

Your Budget Requirements

Once you know how much you want to spend, the provider can give you options that will work within that budget. Usually, with omnichannel support implementation, you only pay for the services you need. Custom packages can be tailored to your goals. Keep in mind that equipment upgrades and software purchases may be necessary. 

Sync with Your Brand

Your implementation provider will sync customer support data into a single source. This step will eliminate the manual labor involved in transferring data and the risk of human error. Syncing omnichannel support streamlines customer service processes to give your customers a better, smoother experience.  

Launch

Launching omnichannel support poses a unique set of challenges. Data management, coordination, training, and security all present opportunities for trouble. Your provider will help you launch all your new features as quickly as possible so you can start seeing benefits sooner. Training should be a part of the launch.  

Team Training

The most important part of omnichannel support implementation is your representatives knowing how to use the tools and channels. The provider can train agents to navigate the system, including providing manuals and resources. This process will ensure staff has the skills to help usher customers on their journeys. Should any problems arise, they will already know where to get help. 

Monitoring

It is crucial to monitor customer feedback and track analytics across omnichannel support. Your provider will collect data on how customers interact and feel about your brand using analytic tools. This analysis will help you understand and compare the performance of your support channels and confirm that your strategy has been successful. 

Management

For omnichannel support to work effectively, branding and messaging must remain consistent across all channels. Your provider has the tools to gather and share data in an organized manner so that the customer service team can easily access it. This insight will give your business a leg up in making data-informed decisions to provide top-notch customer service.  

It’s important to remember that anything is possible in business. You’ll be able to adjust short- and long-range customer care goals by working with your dedicated omnichannel support implementation team. 

Finding an Omnichannel Support Implementation Provider

It can be difficult to implement and optimize omnichannel support on your own. Getting help from a trusted provider may be the best option. 

The right provider should have experience implementing omnichannel support for businesses like yours. They should also have the expertise in installing a complex system. The provider should also be able to provide resources for additional support and offer their services at a price you can afford. 

Ask for recommendations from other companies you respect that have already implemented omnichannel support. Do your own online research and attend industry events to learn more about services offered by various providers. Once you have identified a few potential vendors, request proposals from each. Comparing services and prices against available reviews from other customers will help you narrow your decision.

An excellent omnichannel support provider can help you reach your goals without employee confusion or downtime.

Omnichannel Support Implementation from Millennial Services

One of the best features of omnichannel support implementation is that it can help you grow your brand. Millennial Services provides a game-changing solution to customer service that leverages your IT systems, processes, and staff for next-level customer care. 

Millennial Services has extensive experience with every level of omnichannel support implementation. From helping you decide on the ideal software program for your team to downloading, integrating, testing, and launching the program, we can manage it all for you. Once you’re up and running, we can offer ongoing management services. We possess Zendesk certification but are also software-agnostic, so we can work with whatever support program your requirements dictate. 

Optimize your omnichannel support implementation with Millenial Services. You’ll be partnering with a US-based customer care service you can trust.