Voice, chat, SMS, social media, chatbots, email and self-service all appeal to specific customer groups at different moments for various issues. And yet, all customers are aligned in terms of expectations. Whatever the combination of channels, customers expect a seamless experience. But how do you keep up with the conversation when two out of three customers use at least three different channels to contact your brand?10
This requires that all information related to a particular interaction moves from one touchpoint to another — only possible with an authentic omnichannel approach to CX. For 32% of consumers globally, the most frustrating aspect of CX is having to repeat the same information several times, while 75% of customers, when connected to a live agent, expect that agent to be both friendly and knowledgeable of their purchase history.11
Mastering the omnichannel experience is key to increasing customer lifetime value. Customers who use three or more channels to interact with a brand have a 250% higher purchasing rate.12 Omnichannel conversations yield customer retention rates 90% higher than a single channel interaction.13 And companies with a strong omnichannel engagement strategy see, on average, 10% year-over-year growth and an increase of 10% in average order value.14
With the proper omnichannel approach, your brand can meet today’s customer needs and have the right platform for adding new channels and optimizing customer journeys for tomorrow.
Customers expect live agents to be both friendly and knowledgeable about their purchase history.
Customers expect live agents to be both friendly and knowledgeable about their purchase history.
Source: FoundeverTM
Things you can do to build your CX tech stack:
1 - Lay out your omnichannel strategy.
Design a seamless experience for your customers across all the channels, intercommunicating systems and platforms to support online and offline touchpoints.
2 - Map your multiexperience.
Visually map complex customer interactions, ensuring a consistent user experience across web, mobile, wearable, conversational and immersive touchpoints, identifying opportunities and possible pain points.
3 - Integrate social channels.
The use of social media plays a significant role in your omnichannel mix, allowing easy customer contact and engaging social interaction that fortifies your brand.
4 - Optimize self-service solutions.
Empower your customers by giving them the ability to find answers to their inquiries, fix their issues and even help others by promoting a culture of knowledge sharing and collaboration.
10, 11 - Microsoft, “Global state of customer service.”
12 - ClickZ, “The complete guide to omnichannel marketing automation.”
13 - Omnisend, “We can learn from omnichannel statistics for 2022.”
14 - ClickZ, “The complete guide to omnichannel marketing automation.”