We’ve talked a lot about omnichannel — what it is, how it differs from multichannel or cross-channel solutions, and how to tell if a solution is ‘true omnichannel’ or just hype. But from a company’s perspective, why is this so important, and what are the major reasons to invest in omnichannel? As many organizations look for new ways to integrate technology to improve processes or customer care, this is an important question to answer.
Across all industries, omnichannel holds the potential to revolutionize the customer experience. So if you’re trying to make the case for omnichannel at your organization, where do you start? Here are 3 reasons to invest in omnichannel.
1. It’s transformational for customer care
We’ve already mentioned this, but it bears repeating. Unlike any other channel solution before it, omnichannel allows customers to engage with a brand on the channel of their choice and seamlessly navigate through those channels without having to repeat themselves. This means no more long, frustrating calls or disconnected chat experiences. A true omnichannel solution offers personalization and relevance. And this will not only improve customer satisfaction, but it will lead to increased loyalty as well in the long term.
2. It’s what your customers expect
In today’s digital age, people expect great customer service anytime, anywhere. And we can’t blame them. Studies have shown that the average consumer uses 2-5 different channels to complete a moderately complex self-service transaction. So any amount of friction or frustration that occurs when switching channels will negatively impact the customer experience.
But with omnichannel technology, your company doesn’t have to incur this risk. Omnichannel customer care solutions offer personalized, relevant experiences that carry across channels. So your customer can call you, then switch to chat, and then text — and all the while you’re retaining the context of that conversation from one channel to the next. This makes for an effortless transaction — and in today’s customer care environment, your organization can’t afford to offer anything less.
3. It’s built for the future
One of the most important considerations when selecting a partner for your omnichannel solution is whether they cover the channels that are important to you and your customers. This means going beyond the channels you may be using today — like voice and chat — to include channels that your customers will use in the near future — like Facebook messenger or Amazon Alexa. Omnichannel solutions can integrate any channel your customers need to reach you on, and these channels can be expanded at any time. So you’re investing in a solution that will serve your organization’s customer care needs both today and in the future.
To learn more about reasons to invest in omnichannel and how to select a partner for implementing your own solution, watch our latest Tech Talk video below.