4 Reasons to Switch to Omnichannel Customer Support

Investing in omnichannel customer support can help you save on cost, time and effort, while helping you reach out to more customers via varied channels. Find out how your enterprise can benefit by switching to omnichannel customer support.

Omnichannel, the new word in the call center vocabulary goes beyond just another channel for customers. It means moving beyond the voice channel into new territory. It refers to a seamless customer experience from one channel to another. Here is why your enterprise should consider investing into omnichannel customer services.

Since customer requirements are constantly changing, phone support alone will not be enough to attend to customer needs in the future. Already, over 53% of customers prefer live chat over phone services, as revealed by a recent ICMI survey. This means, if your product/services is a good candidate for live chat and you are not employing it, your enterprise will not be meeting more than half of your customers’ expectations in terms of customer services. Live chat is just one such example. Customers of today also prefer to connect to enterprises via other popular channels like webinars, YouTube, forums, social media etc.

Here are four reasons to switch to omnichannel customer support:

  1. Gain better customer insights
    Omnichannels like social media, chat, webinars and forums leave a recorded written customer trace. With this data, customer information can be accumulated and you can get a wider scope of how customers interact with your brand and their varied needs across various channels. Access to such vital information can enable you to interact with your customers and cater to their needs.
  2. Maximize the productivity of agents
    When using a phone, one agent will only be able to attend to one customer at a time. Through channels like chat, webinars or videos, agents can attend to the needs of several customers at once. This frees up the time of agents and can help them focus on adding real value to customers, while expertly handling complex issues. When you outsource omnichannel services, you can do away with the hassles of an in-house team of agents and simply tap into the skilled services of an agent who will attend to your customers.
  3. Better time management
    With omnichannel services, your call center agents will be able to respond to customer queries within a quick turnaround time. This means, more time can be spent on other business critical issues. Agents will be able to go beyond the everyday operational calls to handling bigger, more elaborate issues. Outsourcing omnichannel services can put you in touch with a team of skilled, trained and experienced call center agents who will resolve your customer queries on time, every time.
  4. Reduce cost
    Investing in omnichannel services may sound like more time and money, but in reality it is more cost-effective than only investing in phone channels. Research has proven that more customers prefer omnichannels, as they are of the “self-help” kind and help customers to search for the answer themselves before contacting an agent. This is turn can help you save on cost of hiring, training and managing a huge team of call center agents.

Omnichannels have become the future of customer services. To stay rooted in the hearts of your customers, it is important to adapt, so that you can address the needs of your customers in the best possible way. At Outsource2india, we can help you interact with your customers across multiple channels, be it email, chat, social media or phone. We have a team of skilled in-house agents who have extensive experience in marketing business brands across varied omnichannels. By outsourcing omnichannel services, you can enhance customer satisfaction, improve customer retention and grow your customer base with ease. Choose from phone services, chat services, IVR services, email support services, mobile app or social media services. Find out more about outsourcing omnichannel services today.

Did you like reading this post? Would you consider reaching out to your customers via omnichannels or do you prefer to use only phone channels? Let us know what you think by leaving a comment in the box below. We, at Outsource2india love to hear from you!

Interested to know more?

  1. Top 5 Advantages of Outsourcing Inbound Customer Support
  2. 7 Value-Add Benefits of Phone Answering Services
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