Multi-channel customer service is an advanced business strategy that allows businesses to reach and serve customers on a variety of communication channels, such as phone, email, chat, social networks, web, mobile applications, etc. Multi-channel customer service brings many benefits to the business, such as increasing customer satisfaction and loyalty, reducing operating costs, improving efficiency and productivity, improving brand and competitive advantage. For details on the advantages of multi-channel customer service, please refer to the article below with Optimalmk.
What is multi-channel customer service?
Omnichannel customer service aims to provide seamless customer service across multiple traditional or digital channels, such as phone calls, social media mentions, live chat messages, etc. It allows organizations to provide a consistent level of support throughout the customer journey by integrating all channels.
With this approach, customer service agents do not need to monitor different channels to handle customer queries. Instead of wasting time refreshing different websites and inboxes, they can focus on resolving queries and assisting customers.
A perfect example of an omnichannel customer service is customer support software. Your agents can manage all customer interactions from a single, unified inbox with ease.\
What are the advantages of multi channel customer service
Increase customer acceptance
When the company takes good care of its customers, customers will feel more satisfied with your company. Among thousands of units distributing similar products and services, if the supplier takes better care of customers than its competitors, customers will definitely choose you. Customers will be more impressed and satisfied with you, thereby creating a long-term relationship with the company and developing into close friends.
Understand customers
When taking care of customers, the company will contact them more widely and have more information about potential customers. From there, have a lot of data to accurately sketch the buyer’s portrait, analyze purchasing behavior, segment the audience and launch appropriate marketing campaigns.
Increase brand awareness
Customer care suppliers can help companies improve their brand image in the eyes of the public. Even customers will be more forgiving if your company makes a mistake. According to Salesforce, 78% of customers will forgive a company’s mistake if it has a good service. Meanwhile, nearly 90% of customers said they trust a company with a service that is rated “very good”. In turn, the company has a more loyal customer base, a strong image in the eyes of the community.
Attract more customers
When providing good customer service, customers will be satisfied and refer to organizations and many others. 94% of customers will recommend your organization’s products if they perceive your customer care as good. In addition, if the company is highly rated on review sites or by previous customers, new customers will trust and choose your products and services. According to Zendesk, 90% of customers are influenced by positive reviews of businesses. The organization will become more prestigious, thereby, more buyers choose you.
Increase the level of competition compared to competitors
In addition, the customer care provider will be a difficult advantage compared to competitors. The same products and manufacturers, but if you take care of customers better, you will have a better score, customers trust and choose you more. In that way, the unit increases sales and increases revenue. According to research by Bain & Company, the unit can increase revenue higher than the market by 4 percent – 8% when creating a good customer experience.
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