How to offer omnichannel service in your business

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Why offer an omnichannel experience? How to offer omnichannel service Optimized for the mobile consumer Start offering omnichannel service Today, serving through a single channel or offering multiple non-integrated channels is no longer enough to meet consumer expectations and demands. Customer service is one of the most important sectors of any type of business and, in order to continue satisfying customers, it is necessary to work with a focus on experience. Especially in the digital environment, where it is not possible to enjoy the benefits of face-to-face communication with customers, it is important to update your services and invest in solutions designed to help you generate more business opportunities and retain customers. To do this, let's talk a little about what omnichannel service is and how offering it in your business can impact your results and transform this sector into a competitive differentiator. Why offer an omnichannel experience? The proposal of omnichannel service is to integrate all communication channels so that the customer can move between them without noticing interruptions in service, such as having to re-explain their situations or problems to new operators or other inconvenient situations like this. In fact, according to a survey by V12 Data , 89% of consumers are frustrated when having to explain their needs again.

The focus of omnichannel is to leverage service channels and make Colombia Mobile Number List use of new technologies so that it is possible to offer a differentiated and truly satisfying experience. This trend is perceived as the future of customer service and, in Brazil, companies that already work in this way, through designed platforms, are getting ahead of the competition . Check out some numbers that show why it’s worth becoming an omnichannel business: Businesses that adopt omnichannel strategies see an increase in their annual customer retention rate of 91%. ( Aspect Software ) Today, consumers use an average of six points of contact in a negotiation, whereas at least 15 years ago consumers used, on average, just two. ( Marketing Week ) Buyers in omnichannel businesses have a CLV ( Customer Lifetime Value ) 30% higher than those who only use a single channel. ( Google ) And, even taking this data into account, 55% of companies do not even have a crosschannel service strategy, still offering disconnected channels. Taking all this data into consideration, it is possible to note the potential of this strategy in customer retention, in addition to its impact on satisfaction with the services provided and even on the chances of conversion. How to offer omnichannel service Now that you understand the objective of this strategy, it is important to note that, in order to become an omnichannel company, you will need to invest in integrated solutions.



You probably already have a call center and serve consumers via email and perhaps even have a physical front, but you may not yet serve customers via social media or online chat – considered the best service channel in the digital environment. Furthermore, it is necessary that all these channels are integrated and share information with each other. A good omnichannel strategy also includes tools that aim to optimize customer relationship management, such as integrating channels with CRM systems and email marketing platforms. Taking this into account, businesses seeking to transform customer service into a competitive differentiator now offer integrated and diversified platforms, which allow the centralization of information such as service history, negotiation history, lead registration with relevant data for marketing campaigns. digital and for monitoring through the sales funnel . Also note that this model not only affects consumer satisfaction rates, it also brings notable benefits to your own business. Among them, we can mention the impact on the performance and efficiency of your team and optimization in the visualization of your results. After all, with integrated channels, your team will not need to use several loose systems to identify each consumer during a service session and, as a result, it also becomes possible to evaluate all points of contact and generate unified reports.