Why Do You Need An OmniChannel Support Platform In 2024?

WebMaxy omnichannel support platform can help you enhance customer experience by offering better customer support.

Nowadays, customers just want the best for themselves. As we are heading towards a digital-first world, customers have many options to choose from.

An international brand can sell its products to a customer in a small city. Therefore it has become more important than ever for brands to provide an exceptional experience.

According to a report, companies that use omnichannel support platforms are able to reduce their response time and increase customer satisfaction.

Omnichannel customer support platforms can help businesses in many different ways that we will discuss later.

First, we will start by understanding the difference between omnichannel support and multichannel support.

In this blog, we will give you detailed information about the omnichannel support platform and its use cases.

Difference between multichannel support and omnichannel support 

Earlier support teams of brands operated completely differently. They used to focus on providing support to customers on a few channels like email, phone, or chat.

Now since the communication channels have increased, the way customers interact with brands has changed.

What is multichannel support? 

Multichannel support refers to providing support to customers on different channels like social media, email, website chat, and phone through individual platforms.

For each communication channel, you need to have a separate team. Also, each time a customer reaches out to your brand from a different platform, they’ll receive a distinct response.

This often leads to confusion and lower customer satisfaction. If you have the same support team for different channels then it can result in slow response time.

There are many drawbacks of a multichannel support system which makes it not an ideal choice for brands.

Limitations of multichannel support

Omnichannel customer support solutions can help you fill in those gaps and provide a better experience.

What is omnichannel support? 

Omnichannel support refers to providing customer support across different channels through one dashboard.

It is completely integrated and helps support agents get a complete view of the customers. They can interact with customers on different channels and provide a consistent experience.

Omnichannel support benefits 

Omnichannel support helps businesses provide an effective and efficient customer support experience. Now, we will tell you the top benefits of omnichannel customer service.

The omnichannel support system aids in providing a seamless experience that leads to higher customer satisfaction and retention.

How to create an omnichannel customer service strategy? 

Now that you are aware of the benefits of omnichannel service, you must be thinking about how to build an omnichannel customer service strategy.

In this section, we will provide you with a step-by-step guide for creating an omnichannel customer service strategy.

1. Understand your customers 

An omnichannel support platform can help you connect different marketing channels. However, it doesn’t mean that you should connect each and every channel.

First, you should understand your customers and find out which channels they use to connect with your brand.

Look at the demographics of your target audience and existing customers. Find out which platforms they use the most.

For example, if your target audience is Gen Z then you must offer support on Instagram. According to statistics, Instagram is the most used platform by Gen Zs.

Identify the channels that are most used by your customers. Incorporate these channels into your omnichannel customer platform.

This way you’ll be able to focus on the best channels and not just put efforts blindly in all channels.

2. Map out your customer journey

According to a study, 54% of marketers say that the biggest inhibitor to providing a consistent omnichannel experience is not having a single view of customers.

If you start without customer journey mapping then you might get stuck in between your strategy.

You should map out your customer journey first to identify any bottlenecks or issues. Then, see how you can resolve them with your omnichannel support platform strategy.

Understanding your customer journey path will also help you know where to focus your resources in the omnichannel support platform.

3. Segment your target customers 

As you are aware no two customers can ever be the same. This means that giving them the same treatment won’t lead your brand to providing the best experience.

The best way to go about it is segmenting your customers based on attributes. When you segment customers into groups it becomes easier to cater to their needs.

For example, you can segment customers based on the subscription like a trial, basic, or premium plan. Then, you can decide on which customers to put more focus on.

Segmenting customers helps your support agents understand the right level of service to offer a customer.

For example, a business that has taken your enterprise plan needs to be prioritized over someone who’s using the free plan.

4. Assign queries based on expertise 

An omnichannel support platform enables you to assign queries to support agents. You should first group your support agents based on their expertise.

Once you know which agents can offer the best support for a specific problem, you can assign them queries accordingly. This will not only reduce your response time but help provide quick resolution as well.

You can further enhance your omnichannel customer service strategy by managing your support representatives effectively.

The best practices for omnichannel support platform 

An omnichannel support platform helps you provide robust support to customers across distinct channels.

However, you can increase its effectiveness by implementing the best practices for the omnichannel support platform.

1. Unify your customer data 

The main difference between omnichannel and multichannel customer service is that omnichannel is connected and integrated.

You should opt for an omnichannel support platform that unifies your customer data and provides it in a single dashboard. This way you’ll be able to know any past interactions that a customer had with your business.

This information will also help marketers provide a consistent and personalized experience to customers. It can assist them in creating marketing workflows that get higher online customer engagement.

2. Consistency 

Consistency is the most essential factor of omnichannel customer service. You should try to provide a consistent experience to customers across different channels.

Decide the tone, style, and messaging that you’ll use across all your communication channels. Ensure to use the same so that your customers don’t feel the difference when they switch from one platform to the other.

3. Convenience 

In this fast-paced world, customers expect a quick reply from brands. You can lose customers easily if you don’t provide a fast response.

Ensure that you offer convenience to customers. For example, if your customers reach out to you on WhatsApp with issues then you must provide support through this channel.

The main reason for choosing omnichannel customer service is to deliver a smooth and convenient experience to customers.

4. Make changes 

When starting with an omnichannel support platform, it can become confusing for you to strategize.

You can set up the process that feels appropriate at the given time and modify it as required. Consider choosing a few channels at first and broadening the scope as it deliver results to you.

You can consider changing something about your omnichannel support platform if it simplifies your existing processes.

This trial and error process will help you create the best omnichannel customer service strategy for your business.

Why do you need omnichannel support for your business? 

Omnichannel support by WebMaxy provides you with a plethora of features that help you manage your customer support service effortlessly.

Below, we have given detailed information about the Omnichannel support tool and how it can help your business.

1. Omnichannel inbox 

Omnichannel support helps you unify all your communication channels’ inboxes. You can get access to customer queries from different platforms like Facebook, Instagram, WhatsApp, LinkedIn, Gmail, Reddit, and Tumblr in one dashboard.

You can respond to customers on various channels from one dashboard. This way you will not need to need to login and switch from one platform to the other.

The integration of different channels enables you to share and understand customer information easily.

You can also use WebMaxy eGrowth to get a comprehensive view of each customer and their journey with your brand.

2. Automated replies 

According to statistics, 46% of all customers expect a brand to respond within 4 hours. However, it’s not possible for support agents to be available 24/7.

Omnichannel support by WebMaxy helps you pre-set replies and respond to customers round the clock.

With chat automation,  you can communicate with customers effectively even when your support team isn’t available. This can also reduce your customer service costs significantly.

3. Multi-agent support 

Omnichannel support allows you to add all your customer support representatives to the dashboard. You can assign customer queries to support agents based on their expertise.

This way you can manage customer queries across different platforms easily. You can build strong customer relationships by offering quick support.

4. Agent productivity dashboard

Omnichannel support provides you with an agent productivity dashboard. You can know which support agents are performing the best and the worst.

You can keep track of your agents performance like the tickets assigned and response time. Evaluate your support team’s performance and find ways to improve it.

Omnichannel support platform: The Conclusion 

Omnichannel support platforms help you offer support to customers on different channels from one dashboard.

Multichannel support refers to providing support to customers through multiple channels. However, it leads to disintegrated information and slow response time.

An omnichannel support platform can help you provide personalized experience to customers. You can handle a large volume of queries effortlessly.

WebMaxy Omnichannel support helps you enhance customer experience by offering seamless support.

You can integrate your different communication channels and respond to customers from one place.

Schedule a demo with our experts to learn more about WebMaxy Omnichannel support, you can connect with us at info@webmaxy.co.