Providing Omnichannel Support Options
Posted: Sun Mar 16, 2025 10:56 am
A study from McKinsey revealed that 60-70% of consumers use an omnichannel method of shopping since the coronavirus pandemic
Customer data shows that most consumers rely on omnichannel shopping methods. Call centers should adopt to be available at all touchpoints of the customer journey.
Imagine a customer browsing H&M's website during their clearance sale. How would they feel if there was no chatbot on the website to clarify the various discounts available during the sale?
Organizations should be ready to serve customers at any point in rich people database their journey. Having support options on platforms like chat, website, and social media will reduce business costs in customer acquisition.
It is time to say goodbye to the era of sticking to phone calls.
Contact centers should have agents to handle different support channels
An organization that provides omnichannel support to its customers will increase customer satisfaction
Agents should be trained to deliver excellent customer service across all channels in the customer journey. Even if it means having different support teams or more agents, it will enhance customer experience.
Customer data shows that most consumers rely on omnichannel shopping methods. Call centers should adopt to be available at all touchpoints of the customer journey.
Imagine a customer browsing H&M's website during their clearance sale. How would they feel if there was no chatbot on the website to clarify the various discounts available during the sale?
Organizations should be ready to serve customers at any point in rich people database their journey. Having support options on platforms like chat, website, and social media will reduce business costs in customer acquisition.
It is time to say goodbye to the era of sticking to phone calls.
Contact centers should have agents to handle different support channels
An organization that provides omnichannel support to its customers will increase customer satisfaction
Agents should be trained to deliver excellent customer service across all channels in the customer journey. Even if it means having different support teams or more agents, it will enhance customer experience.