With so many choices it’s hard to decide what services your company may want to offer. Often, it’s difficult to figure out the terminology. Omni Channel is one of those terms.
What’s Omni Channel Support?
Omni channel customer support means seamlessly meeting customers’ needs by offering numerous levels of interaction that they prefer. The idea is to create a seamless customer experience across many channels.
Social media, live chat, email, ticketing, phone, and many others fall under the Omni Channel umbrella. They’re all connected in an Omni channel setting, making the customer service experience consistent regardless of the interaction. Agents can make notes based on their conversations with each customer, ensuring that issues do not need to be repeated more than once.
The Disney App is a great example of an Omni Channel approach. They are many different touchpoints all interconnected all in one place. Once a ticket is purchased, it can be accessed through the app. Consumers can also create Fastpasses, check wait times and make restaurant reservations all in one place. Most of this can be done before even stepping foot in the parks. Once they do arrive, they can view a live map and locate characters, shops and more.
Why Offering More Than One Support Channel is Important.
Each support channel offers a different type of customer communication. Depending on the situation a customer may prefer a text message or may need to speak with a live agent. This can be by live chat or over the phone. If you only use one service channel, it can be difficult to service everyone.
Have an Omni-Channel approach allows for a more seamless and positive customer service experience. Not only are you giving them the option of how they want to interact with you, but you are also providing exceptional customer service.
Multichannel vs Omni channel
Both Multi and Omni channels involve both physical and digital interactions; the key difference is how the customer experience is intertwined across those channels. A traditional multichannel retailer will usually have a website and a physical store. These two channels are generally separate and have very little interaction with one another.
Stores have their own stock and will sell directly to customers, while the website may have different items. If you purchase something in a store, you have the option to go back to that store and return your item. If you make a purchase online, you may not be able to go into the physical store and return it. This can make the consumer feel like they’re interacting with two different businesses.
Today’s consumers do not want to interact with two different stores. They want their interaction online and offline to be seamless. Most consumers will want to interact with a store on social media, text or in-store. They want these interactions to be unified. Forcing a customer to stick to one channel or making them start at the beginning when switching channels can create frustration and impacts the customer’s experience.
The main difference between multichannel and Omni channel is that Omni channel joins multiple touchpoints together so that, whatever way a consumer chooses to interact with a brand the experience is consistent.
Live chat features are key for any website, no matter what the product is. Live chat allows your customers to instantly get their questions answered. They don’t have to walk into a store and can get help from anywhere. It’s convenient and immediate. Also, when you can have immediate interaction with a customer, they are less likely to move on to a competitor. Live chat can improve sales and customer loyalty.
Live chat is a low-cost way for you to support your customers and resolve their issues. When using Endicott’s live chat features, customers report an 85-90% success rate. There is also a significant decrease in shopping cart abandonment. Using live chat not only increases brand satisfaction, but has a tremendous impact on sales. There’s no reason not to add live chat services to your website!
How Our Live Chat Services Can Help You
Endicott’s live chat services make it easier than ever for you to offer the benefits of live chat to your customers. We offer:
- Easy chat implementation to any website
- Agents available to support your online visitors 24/7, 365 days per year
- Real-time visitor shopping insights and ability to detect customers who might need extra support
- Agents who are trained to up-sell your products or services and influence the outcome of the sale
- Helpful advice and answers to customer questions
- Potential for improvement in bottom-line performance and customer satisfaction
- Affordable live chat services that are a seamless extension of your office
- Customized, preapproved scripts to answer frequently asked questions
Contact us today at www.endicottcomm.com to learn more about the benefits of partnering with an experienced live chat service. We’ll be happy to provide our industry insights and customize our live chat services to your business’s needs!