Improve the Customer Experience with an Omnichannel Solution

Enhance the customer journey with one streamlined solution.

Articles published April 17, 2019

The way customers shop and communicate has evolved, and with it, their desired customer service experience. The days of operating multiple systems to provide customer care are a thing of the past. It’s essential for your organization to offer multiple channels and consumer touchpoints.

With omnichannel platforms, you can streamline all the elements of the customer journey into one data hub, creating efficiencies for your team and increasing customer satisfaction no matter how or when a customer interacts with your brand. Done well, your organization can offer a seamless omnichannel user experience, but to do so you first need to really understand the customer journey.

Understand the Customer Journey

You’re likely already interacting with customers through some tried and true communication channels like email, social media, and voice. As you dig into the desired customer journey, tune into these channels to find out what your customers desire and where there might be gaps in customer service. 

All the actions a customer takes during their purchase journey inform how you can help them. Everything from posting a question on your social channels during the discovery phase to referencing FAQs during the purchase phase or speaking with a customer service representative post-purchase can provide valuable information, like how and when customers prefer to communicate. 

You’ll notice that customers are looking for something different at each stage of their journey — and you want to be available during all of it — providing the best customer support you can. An omnichannel solution will help fill the gaps and connect the dots to enhance the customer experience.

One Platform for Customer Experience

How many platforms are you currently using to provide customer service to your clients? If it’s more than one, chances are you’re losing efficiency. When you’re running disparate systems, team members must be logged in to each system to provide optimal customer support. But imagine how simple it would be if all the information from chats, emails, support tickets, and phone calls were logged into one knowledge center. What if the customer could complete any transaction across their preferred channel, and could seamlessly pick that transaction right back up on a different channel if they changed their mind? That’s the beauty of an omnichannel platform.

An omnichannel platform provides the opportunity for seamless customer service and offers customers a choice in how to contact you. In turn, this allows you insight into customer preferences, which allows you to better serve customers through the use of tools like chat, AI, or interactive voice response. By capturing and storing information from these user actions you can better understand customer needs and identify pain points and areas for improvement.

With an omnichannel solution, by the time the customer gets to a call agent, that agent has visibility into the customer’s past transactions and how far they have progressed before speaking to the agent. This knowledge can lead to a quicker resolution for the customer, which demonstrates respect for the customer’s time, and can help increase customer satisfaction. With an omnichannel system in place, you can meet the customer where they are.

Evolve the Customer Journey

An omnichannel platform provides never-ending opportunities to learn about your customers’ needs. That means you can use the information provided to continually enhance and evolve the customer journey. Does a social platform need to be moderated? Does an FAQ on your website need to be updated? Is there a new system that you can put in place to provide greater transparency to the customer?

Each customer journey is different and as a customer care team, it’s your responsibility to make that experience as helpful and seamless as possible. Aureon Contact Center has the experience and technology to provide your business with the innovative solutions to enhance the customer experience.

What could you be doing to provide a better customer experience?