What are the main bottlenecks in customer service in your company today?
In the current context of an increasingly demanding customer, implementing an omnichannel operation is the most appropriate solution for any service barrier.
Consumer behavior has changed and, to not be left behind, your business strategy needs to follow the innovation trend.
A Harvard Business Review survey showed that, during the purchasing journey, 73% of consumers use more than one channel. In other words, consumers are increasingly omnichannel and expect companies to keep up with this demand for agility.
After all, who doesn't want to have their problem resolved as quickly as possible? As a customer, you like to resolve your issues through the channel of your choice, don't you?
Well, let's talk about the strategies to meet this demand and vietnam whatsapp data show why omnichannel operations are the solution to solving bottlenecks in your business's service.
What is omnichannel operation?
The word “omnichannel” means “all channels”. Therefore, an omnichannel operation is one that creates an integrated experience across all contact channels used by customers throughout their journey.
If the consumer is more demanding and assumes this omnichannel character, that is, present in all channels, he expects to be served at the time and place he needs.
Social media, e-commerce, physical stores, apps, chatbots… During this journey, customers can use different channels. Wherever they go, the ideal is that the customer doesn’t need to leave a channel to solve the problem.
And this is the main importance of omnichannel. To build customer loyalty, it is essential to offer a quality experience across all channels.
Discover 5 benefits of omnichannel operations
1. Lower operating costs
Omnichannel operations optimize the entire process. With a single platform that centralizes all information and channels for managing customer service operations, there is no longer any need to invest in multiple platforms. In other words, your business ends up benefiting by reducing operating costs.