Omnichannel for BPO: how to optimize customer service

In recent years, young and old alike can boast considerable confidence when it comes to digital channels, used to communicate with friends and relatives, but also to make online purchases, request quotes and search for companies and e-commerce businesses.

The brands operating in the market, whatever they may be, cannot ignore this trend. Today, there is more and more talk of omnichannel, that is, the synergistic management of all points of contact between company and customer. This has been accompanied by BPO (business process outsourcing), which provides for the outsourcing of business processes that are entrusted to third parties.

A company that cannot focus on the omnichannel implementation of its communication, because it does not have the time or simply because it does not have the right tools, can rely on an external partner. This is where we at We Are Fiber come into play, as we take care of the implementation of communication channels in an omnichannel manner, using specific software and tools.

It is essential in this day and age to understand what it means to be a customer centric company, that is, one that puts the customer at the center of its strategies. This is exactly what We Are Fiber does and according to recent statistics, companies that have relied on our services to launch omnichannel strategies have seen increased earnings and consumer engagement.

 What is business process outsourcing? 

Omnichannel for BPO

Let's delve into the meaning of BPO and its advantages, before deepening the discussion on omnichannel.

BPO allows for the outsourcing of business processes considered secondary, or those which do not fall within the company's core business.

The practice of outsourcing spread after the Second World War, with a notable increase in the 1980s in the USA. In Italy, it started in the 1960s, but experienced a real surge at the turn of the 1990s.

In reality, this practice even existed in the Middle Ages in the textile market, when merchants bought fabrics from other parts of the world and entrusted craftsmen with the task of manual processing.

Following the leap in terms of globalization in recent years, more and more companies have relied on outsourcing to count on more professional services, thus being able to dedicate a large part of their internal resources to their primary activities.

The chief advantages of omnichannel

Companies that rely on an omnichannel strategy can provide customers with 360° support, which in the medium and long term strengthens the loyalty process. The main advantages are:

  • qualified personnel able to interact appropriately with the user;
  • optimization of the user experience;
  • possibility of collecting data from which to extract useful and relevant information.

Omnichannel strategy: a unique and identifiable style

Users can turn to various channels to contact the company, such as SMS, email, telephone, social, chat etc. Whatever channel is used, it is important that the company maintains the same style and tone of voice, which makes the brand immediately identifiable. If you use a youthful and fresh tone on social media, users expect to find this tone in any other channel they use to communicate with you.

Depending on the customer's issue, a certain channel may be required. A small problem, for example, can be solved by a chat operator or even a chatbot. Conversely, if the matter is more complex, an explanatory phone call may be required. Outsourced omnichannel staff members know exactly how to manage every request and use the most appropriate channel according to the circumstances.

Front office and back office are interconnected, being able to work in perfect synergy and access whenever information is needed, to solve consumer problems effectively and proactively.

Enhance the customer experience with the right omnichannel staff and tools

If you want to offer your customers an excellent omnichannel service, you need to use not only the right tools, but also the right staff. Not all customers are the same; indeed, they all have peculiarities, habits and characteristics of their own.

The operator, while maintaining the tone of voice that characterizes and identifies the brand, can personalize the conversation. If the operator is talking to a client who is experienced on the subject, he or she can use more technical terms, proving outstanding knowledge and expertise. If, on the other hand, the customer does not know a great deal on particular topics, it is advisable to use simpler and more understandable language.

Collecting data with omnichannel instruments

As previously mentioned, it is possible to collect precious data using different channels, where this can be analyzed and extrapolated in order to adopt the most suitable strategic decisions. In this way, you can provide a service or a product tailored to the customer, while also identifying the main critical issues to be solved immediately.

Difference between multichannel and omnichannel

Finally, a distinction should be made between multichannel and omnichannel. A multichannel system involves the use of various channels and aims to improve their individual performance. In practice, each channel is disconnected from the other.

On the contrary, in an omnichannel customer service, all channels are closely interconnected and harmonize the customer experience, regardless of the channel used.

Do you want your customers to have a 360° experience, getting immediate answers across all the channels used?

Contact us.

We have a solution for every business problem.

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