Why omnichannel? The answer is simple. You want to make it as convenient as possible for your customers to connect with you. When they need you, they will reach for whatever method of communication is closest and easiest. It can be the texting, apps, email, messaging, social media and more. Some of these are AI fueled, while others are traditional human-to-human modes of communication. Smart companies know who their customers are and how they want to connect. And, yes, the phone is still a viable channel. Even though there are multiple channels, you can’t eliminate the phone. If nothing else, the phone becomes the fallback for when the other channels don’t work. If the customer doesn’t get an answer, they will go to the phone. And by the way, be sure to make the phone number easy to find.
The point of all of this… When a customer wants to connect, don’t make them experience any friction or hassle. Be easy to do business with.
About the author:
Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and the Wall Street Journal best-selling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession.