A complete guide to outsourcing: what it is, advantages and how to exploit it
Outsourcing is a set of practices adopted by private companies, but also by public institutions,...
When we talk about omnichannel customer assistance, we refer to 360° support, able to respond through any channel and in a reasonably short period of time to user questions or requests. Providing a satisfying customer experience must be the goal of every company, where we must deal with the current changes taking place that require a greater level of specialization.
Firstly, the approach of customers has changed, where they want quick and immediate answers, regardless of the channel used. Perhaps a customer sends a request via email and then contacts the company again via WhatsApp. Providing omnichannel assistance means just that: giving adequate responses from any channel.
We at We Are Fiber understand how important this step is and, in fact, can explain how to retain customers and gain new ones. Customers generally prefer an informal relationship with the brand partner, as if they were talking to a friend. Conversations must therefore be simple and direct, without the need to repeat the same things tediously.
Why is omnichannel customer support so important?
According to a recent report focusing on customer satisfaction, most customers are ready to ditch one brand and choose another after just one bad customer service experience. This means you only have one chance and you can't go wrong. The first experience is what counts.
Many companies have relied on us precisely because we offer a series of personalized assistance services, able to provide a highly satisfying customer experience. It is no coincidence that our partners have seen the customer satisfaction of their customers rise by as much as 43%.
A unified experience across the various channels and the rapid resolution of problems, thanks to the intervention of qualified and specialized personnel, are the winning cards for retaining customers and triggering positive word of mouth that reinforces the brand awareness of a company.
Best practices for a highly satisfying customer experience
To achieve a high level of customer satisfaction, we suggest the best practices to be implemented below:
- optimized customer experience across all channels;
- offering a personalized service;
- support entrusted to specialized teams.
Omnichannel customer support: how to unify all channels
Customers want the freedom to contact the company according to their needs. Email and phone calls are the channels used by all generations, but Millennials and Generation Z prefer chats and social messaging apps, as they are faster and more direct. The customer could perhaps send a request for assistance via email, and then contact the company again via WhatsApp after the agent's response.
Consumers want flexible support, where an omnichannel service is certainly a plus that a company must exploit to differentiate itself from competitors. Operators also need to be able to provide swift answers, so we use the necessary tools to optimize their work.
Our platforms allow agents to manage a customer's requests via chat, email or phone in a single interface, so responses are faster and more relevant.
How to offer a personalized service
The competition today is ruthless and a personalized service is certainly a best practice to build customer loyalty. When a request for support is made, the software collects a series of data that must be appropriately exploited and transformed into valuable information.
The information is collected into a system, otherwise it would risk being lost. With the devices that We Are Fiber makes available to your company, your assistance team has all the data relating to the customer in a single platform, including when the customer contacted the company, purchasing habits, the channels used most often, average spending, etc.
Not only will your team be able to provide immediate and satisfying answers, but they have greater insight. For example, if you have an e-commerce business, operators can quickly check all the data relating to a customer. If the customer has bought 10 pairs of size 43 shoes thus far, it's easy to spot the request or issue and even anticipate potential questions.
The importance of engaging the right teams
All customer service teams need to work in perfect synergy with one another, which is certainly easier said than done. Communication is often not fluid, so short circuits are created between the various departments that provide conflicting information to users.
This must be avoided, otherwise the customer will become confused and perceive the company as unprofessional and badly organized. With the special systems we put in place, the various teams are kept in close contact, facilitating communication and collaboration on the particular assistance ticket. This represents a decided advantage, considering that 68% of customers get irritated when bounced from one switchboard to another.
You can change: you just need to rely on the right professionals. We at We Are Fiber are the partner you are looking for.
Contact us and give us the opportunity to prove it to you!