Omnichannel customer service is customer service where all service channels are interconnected. So it’s not just about deploying many different service channels, but about how these channels work together. When you’re talking to a customer, you should be able to switch between things like your knowledge base, Twitter, live chat, and email. You may then be able to send a confirmation or tracking code via Whatsapp or SMS to conclude your conversation.
Switching seamlessly between the different channels makes the customer experience more pleasant, more personal, and ensures higher customer satisfaction and customer loyalty.
In order to be able to offer good omnichannel customer service, it’s important to use different channels. The first step here is to determine through which channels your customer wants to contact you. It’s important to pay extra attention to social media, as there are many different platforms, such as Facebook Pages and Facebook Messenger, Instagram, Twitter, and WhatsApp, but also Amazon and Shopify.
Don’t hesitate to contact us. We can help you determine which channels are most relevant to you and we’re happy to advise you on the various benefits.
- Social media;
- Text message;
- Live chat;
- Your own app;