How to use Omnichannel Customer Support in your Business

Businesses nowadays offer a lot more channels to support their customers, juggling between different channels becomes a challenge for a lot of companies Omnichannel Support provides a smoother customer experience, reduces time to resolve customer issues, and increases customer loyalty and retention. This webinar will focus on how you can implement this Omnichannel support within your support organization, and the values you can expect to see.

Transcript

1. How to use Omnichannel Customer Support in your Business
2. Hosts Craig Stoss Manager, Client Support, Bonfire Interactive Akshara Sruthi G Product Marketing Manager, Freshworks
3. "By 2020, the demand for an omnichannel customer experience will be amplified by the need for nearly perfect execution." - PriceWaterhouseCoopers
4. Here’s what we are going to cover What value does omnichannel support give to businesses? What is omnichannel support? How does one Implement omnichannel support? What are challenges in providing omnichannel support?
5. What is Omnichannel Support?
6. What is Omnichannel Support? Offering more than 2 channels of support The seamless integration of these channels The same experience throughout all of these channels Designed based on customer demand
7. Practically, What does this mean? Same policies, processes and tools across all channels Channel switching is acceptable. Burden should be the rep, not the customer Same customer information available to agents across all channels
8. Implementing Omnichannel Support
9. Implementing Omnichannel Support Understand the coverage needs of your customers Tooling is important, but not step 1 More channels = more load
10. Implementing Omnichannel Support Self-help is a channel Strong ownership model Consistency in Brand and Marketing Feedback loop
11. What to watch out for
12. What to watch out for Omni-channel vs Multi-channel Handoffs & "follow-the-sun" Real-time vs Asynchronous channels Customers should never repeat information
13. Metrics: Is there an advantage?
14. Metrics: Is there an advantage? 72% of consumers expect to continue talking with the same representative when switching channels (Forbes) Omnichannel customer engagement strategies retain 89% of customers (Fortune) 89% of customers get frustrated having to repeat their issues to multiple representatives. (Accenture) Omnichannel experience has shown +9.5% YoY in revenue, (vs 3.4%) and +7.5% YoY decrease in cost per contact (vs 0.2%) (Aberdeen)
15. Closing Thoughts Omnichannel is not equivalent to multichannel Load will increase, plan for that Reps need training Reps own the channel switching process
16. Thank you To sign up for our future webinars, visit freshdesk.com/webinars