3 good reasons to achieve customer satisfaction through an Omnichannel experience

3 good reasons to achieve customer satisfaction through an Omnichannel experience

When it comes to customer satisfaction, only chances are unlikely to help. However, while customers interact through different channels, they expect consistency in communication on various service levels.

Fortunately, technology has allowed businesses to communicate effectively with their customers.

The question here is how to build this strategy for your customers at the required level?

Across the globe, 96% of consumers say customer service is an important factor in their choice of loyalty to a brand. Here’s the thing- within the reality of the new digital era, companies strive to tailor their businesses to adapt to the current changes. The growth of the client base during the development of the company will inevitably lead to an increase in the number of incoming calls and requests.

But that’s just the tip of the iceberg. More complexity means more cost and time.

Let’s see some statistics and customer behavior analysis insights:

According to E-commerce Germany News, more than 65% of consumers use various platforms before their purchase.

Let’s get things under way-that means you need to be where your customers are. This is where your business will need omnichannel support in the future perspective.

The Omnichannel approach assumes that the brand uses various sales and marketing channels - and the customer can make purchases or communicate with the brand in any convenient way.

Moreover, omnichannel experience will help your business to diversify the customer base and get more insights about their interaction concerning which channels they choose for communication.

In a highly competitive environment, this innovative method might lead to a market advantage in terms of converting current and retaining new customers.

Here’s how it goes:

1. Get smooth customer interaction

Therefore, smooth customer interaction across various channels, expands the spectrum of influence of omnichannel consumption. With all innovative tools entering our lives, there is a need to study them extensively and make research based on insights and the implementation of various strategies. In the current omnichannel environment, management of channels separately might no longer be an effective strategy.

2. Enjoy integrated channels

This trend has accelerated its pace with the advent of social media, smartphone usage, and tablets. So, the way in which these channels become integrated, lead to permanent changes in customer behavior and preferences. Requests from all channels are collected in one place and responses to requests will be of the same quality regardless of the channel.

3. Start and track the whole customer journey anytime and from any device

With an extensive increase in the number of retailing formats through which consumers can communicate with a company during their buyer journey, in parallel increased the demand for more integrated platforms.

An omnichannel approach is not just a brand presence in search engines, social networks and other channels- it is a full-fledged business model.

It connects communication channels, creates a unified story of interaction with the client and gives him the opportunity to communicate with the business comfortably. And this is the primary task in building brand loyalty, bringing (and returning) the main flow of customers.

Want to know the best part?

We in our turn, created Whelp based on omnichannel automation and a conversational platform.

Whelp already ensures your business with the above and more opportunities. Our unique platform, with AI-based cloud solution provides you with seamless and personalized customer support. Besides that, its integrations make it easy to work with the applications your teams already love.

One of the prominent features of our platform, is that it supports the integration of your customer service experience across phone, email, chat and messaging apps and thus eliminates the clutter caused by managing separate platforms. Besides, AI-based omnichannel system allows businesses to respond, document, and track all of your conversations from a single place.

Here we are to deliver flawless customer support to your business with automated chatbots, unified inbox and user-friendly interface.

All you need to make your business successful is now available in one place!

Sign up and book a demo today!

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