Overall customer satisfaction is the No. 1 way brands can set themselves apart from their competition. And a key component of this is how they communicate with their customers and deliver exceptional customer service in the channels of their choice. Brands know this and are seeking partners in the contact center industry who can help them deliver complete omnichannel experiences in the shortest time, with minimal disruption and cost. This blog series on growing your BPO with cloud-based omnichannel aims to demystify omnichannel and give you a roadmap to offering your clients everything they need to provide the omnichannel service their customers are demanding.
Companies with extremely strong omnichannel customer engagement retain on average 89% of their customers, compared to 33% for companies with weak omnichannel customer engagement.
Offer Every Channel Customers Demand
The digital age, especially after the COVID-19 pandemic, has changed the customer communication landscape. Not only do customers want prompt, effective action and responses from the businesses they interact with, but they also want to connect with the businesses they work with on the channels they use. The rise of mobile phone usage, mobile messaging apps, and chat as channels of communication for customers has changed the landscape of customer service, and customers are now demanding communication mobility and flexibility. This, combined with traditional channels like voice and email, means businesses must now adopt new, mobile channels to keep up with their customers. And if customers can’t connect with businesses on channels that are convenient for them, they will move to a competitor. This is your clients’ reality but it’s also your opportunity to solve one of their biggest problems.
Uniting mobile communication channels with traditional channels into an omnichannel customer journey is the best solution to adapt to a more mobile, tech-savvy customer. Before we go on, it’s worth noting an important distinction between omnichannel experiences and multichannel experiences. Your clients probably already deliver some form of customer service across multiple channels. They might tell you that they do outbound email campaigns as well as voice calls. They’ll have a website, an IVR, even bots and SMS capabilities. This may all be true and you may already be delivering a few of these channels for your clients.
Fifteen years ago the average consumer typically used two touchpoints when buying an item and only 7% regularly used more than four. Today consumers use an average of almost six touch points with nearly 50% regularly using more than four.
However, what defines a true, successful omnichannel experience is how it links all these channels together to provide a seamless customer journey. Not only is this highly satisfactory to your clients’ customers, but it also offers multiple benefits to the companies you serve.
For example, your clients might launch an email campaign with an offer to certain customers. In a multichannel scenario, the call center will have no idea this has happened and not be ready when the calls start coming in about the offer. On the other hand, an omnichannel system flags each customer who received the email and alerts the agent when that customer contacts them about the offer. This drastically cuts down call time and positions the company in the customer’s mind as being much more in tune with their needs. In short, the customer and agent can get to the point as quickly as possible.
This is just one scenario, but there are multiple ways your clients can benefit when they link all their communications together and have a complete view of the customer journey.
89% of customers get frustrated when having to repeat their issues to multiple representatives.
The Bright Pattern Omnichannel Solution
So it’s clear there’s a high demand for the omnichannel experience with support of emerging, mobile channels from both your clients and their customers. It’s an obvious way to increase your value to your clients and boost your margins by offering a wider choice of services.
Bright Pattern has a solution for you to white label our acclaimed omnichannel technology and offer an unbeatable mix of speed-to-market, comprehensive features, support of mobile channels, security, and compliance, all at a cost that enables you to turn a profit.
Our solution is based on the system we already sell directly to customers. It’s architected from the ground up as a cloud-based service and offers the right blend of enterprise-grade functionality, reliability, and scalability not otherwise available in the industry.
You’ll be able to meet your clients’ customer experience expectations by offering an omnichannel customer journey that combines all channels into one experience, with channels including mobile messaging apps, SMS/texting, live web chat, voice, messaging, and web calling. Ensure that every interaction is high-quality with omnichannel quality management, allowing you to monitor 100% of all interactions on all channels.
The whole solution is designed to enable you to offer tailored branded experiences to your customers. It’s almost infinitely configurable, allowing you to tailor the software to match your specific use cases and situations.
Author: Shelby Bozekowski