7 Steps To Omnichannel Success

With the advent of modern-day technology and advanced modes of communication, customers have also changed the way they connect with contact centers. Customers are slowly moving away from the linear model of communication and started contracting with companies in multiple mode or channels. Nowadays most of the customers do their research on the internet before connecting with the call centers and many of them make calls while browsing through the internet.

And it doesn’t stop there.

The scenario has become such that it has become a challenging task for the company to manage the different channels of communication and provide the customers with customized service based on their preference every time they call the contact center with their query. This multiple and disconnected mode of communications makes it an absolute necessary that every organization implement omnichannel customer engagement in order to provide good customer service. So today we will wait no more and focus on the steps required to implement the omnichannel mode of communication in order stay ahead of the world.

Do Not Invest On Omnichannel Infrastructure At First:

It’s not a wise idea to start investing in omnichannel technology right at the beginning. Instead you should consider investing in it at the end of all the steps after you have sorted out other things related to omnichannel implementation. You need to research and find out what main technology capabilities that you need in order to provide excellent customer service. Your aim should be meeting the customer expectations at the least possible cost using the resources available in an optimal way.

Look - That's not all.

You also need to think deeply and find out in what way omnichannel customer service will impact your organization and in what ways you can use it effectively to increase the service quality. Ultimately your motive is to provide high-quality customer support by implementing multiple channel communication.

Low-Cost Delivery with Better Customer Experience:

This is a critical point which must be taken care of while implementing the omnichannel strategy in your organization. If the customer service quality is assumed to be delivered at the lowest cost then optimization based on self-service and low-cost labor can be considered as the building block or guiding pillars of the omnichannel strategy.

But wait…there’s more.

If you want to keep focus on the outcome of customer service and use it as a measurable driver for lifetime value, customer loyalty, and advocacy you will definitely have some different strategic ideas related to your investments and organize the operations of your organization accordingly. Moreover the customer support agents will always have to be very careful with the service quality.

Mapping Of Customer Journey:

In the bpo industry it is very obvious that customers will want a choice of channels when they contact the call center. However, regardless of the channel they choose for communication certain things that all the customers will want are consistent interaction, successful communication, and low effort so that they do not have to go on sharing their personal details each time they get in touch with the contact center. Moreover, your customer should always feel valued enough so that they develop a positive vibe.

Here’s the thing.

You always need to keep your focus on the core customer needs and ensure that they are satisfied at any cost. You need to keep a track on your customers based on key customer groups and have an eye on the most critical customer journeys so that you can prioritize the needs of the customers based on their behavioral aspect. This will help you to prepare the channels that will enable you to provide customer support in the least possible time using optimal resources.

Get A Perfect Mix Of Different Channels:

Now this is a very critical point which you have to decide based on your business requirements. As a telemarketing company, you will need to analyze your operation structure and decide whether you want to implement wide range of channel option to your customer or keep a few of them and educate your customers on how to utilize them and get in contact with the selected number of options.

Here’s the deal.

Maintaining a balance is important. You need to figure out whether you want to give more flexibility to your customers by giving them wide mix of channel option or you want to make them accustomed with the limited options so that they become expert in using them over time. However, the customer profile and current infrastructure capability will play a key role in this decision making factor.

Resolve Internal Barriers At First:

If you want to prepare an effective contact strategy for your outsourcing company you will have to look at the internal barriers first so that they can be resolved on a priority basis. You need to review your current status and look out whether you are working in an organized way or not. Some of the typical regular barriers include the differenced in cultural aspect between voices and digital, split of teams based on infrastructure, site and delivery partners.

Here’s another thing.

Other issues also include service level agreements which are not aligned, team motivational factors and key metrics. Proper coordination among self-service, digital, voice and live assistance need to be established in order to ensure proper working of the entire organization.

Be Right On The First Time:

You can achieve your goals in business process management only if you keep your customers connected with you. Always try to frame your contact center strategy based on the priorities of the customers so that they remain happy and not based on your own priorities of the low cost of operations. Do not make your self-service channels hard to use or difficult for your customer because in that case your customers will adopt the shortest way to meet their goals that is through your live channels.

Maintain Balance Between Human And Automated Engagement:

The right omnichannel customer service experience is based on the perfect matching of customer’s need with the most effective response. You need to place your strategies in such a way so that your customers fall in love with the automated process. The entire customer support should be framed in such a way so that there is a little requirement of human assistance other than critical emotional or complex cases which cannot be solved through automatic channels.

Sounds good, right?

You should focus on bringing down your live assistance to around 25% of all your inbound customer enquires so that you can build goodwill for excellent customer satisfaction. The main idea is to grow your business by keeping your customers happy and satisfied so that more people come to you for their support and you build a good reputation in the industry.