The 6 channels of an omnichannel customer contact center

contact center

What channels must your call center master to implement an omnichannel customer support strategy

In order to provide a seamless customer experience, your customer contact center should employ an omnichannel strategy. This means that your customers should be able to reach you through the channel of their choice, whether it is telephone support, text, text chat support, direct website interface, social media customer support or postal mail. Each of these channels plays an important role in providing customer service. In this blog post, we will discuss the importance of each channel and how they can be used to provide a superior customer experience.

Telephone support:

Telephone support is the most common way for customers to contact a company. In fact, about 80% of customer interactions occur over the phone. This is because telephone support is convenient and efficient. Customers can easily communicate with a representative and get their questions answered quickly. Additionally, voip telephone services make it easy for company’s to connect customers to customer support, regardless of where in the world their contact center is located.

Email support: 

Email support is another common way for customers to contact a company. About 60% of customer interactions occur through email. Email is a great way for customers to communicate with a company because it allows them to attach files and screenshots, which can be helpful in resolving the issue. Additionally, email provides a record of the conversation that can be referred to later.

Text chat/live chat support:

Text chat support is becoming increasingly popular, as about 20% of customer interactions now take place through text chat. Text chat support is convenient for customers because it allows them to communicate with a representative in real-time. This makes it easy for them to get their questions answered and resolve any issues they are experiencing.

Website:

Direct website interface is another way, this includes both static webpages for business to customer communications. If customers are unable to find the information they need on the website or in the FAQ pages, they can use the contact portal to contact support. The contact portal should include all the channels mentioned earlier, so that customers can choose the best way to reach out to support.

Social media customer support:

Social media customer support is becoming increasingly important, as about 15% of customer interactions now take place through social media. Social media provides a great avenue for companies to connect with their customers and resolve any issues they are experiencing. With the ongoing social media revolution, more and more young people prefer social media as their communication medium.

Postal mail:

Postal mail is still an important communication channel for companies who communicate with seniors. About five percent of customer interactions occur through postal mail. This is because some seniors do not feel comfortable using the internet or social media and prefer to communicate through postal mail.

Each of these channels plays an important role in providing customer service. By employing an omnichannel customer support strategy a company can blend communication by all methods into a seamless customer experience.  This will make it easy for customers to get the help they need and resolve any issues they are experiencing.

How to implement an omnichannel strategy:

Successfully executing an omnichannel customer support strategy can be much harder in practice than it appears on paper, one way companies achieve this is by outsourcing their contact center operations. Benefits of outsourcing customer support processes are:

  • Immediate access to professional customer support practices and a team proficient in the provision of omnichannel support
  • Improved customer satisfaction as a result of omnichannel support
  • Cost savings from optimized operations and process improvements
  • Reduced time to market with new omnichannel features
  • No need for capital expenditure on contact center infrastructure and hardware
  • No need to hire or train contact center staff

Delivering an omnichannel customer support experience is no easy task. It requires the seamless provision of six key services across multiple channels. Many companies struggle to execute an effective omnichannel strategy, but there is a solution. Outsourcing your call center operations can help you provide the excellent customer service that today’s consumers demand. AmeeraTel has years of experience delivering quality omnichannel support and we would love to put our expertise to work for you. Contact us today to learn more about how we can help you deliver a world-class customer service experience.

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