How to Know When it’s Time for Omnichannel Customer Service - Call Page Boy

How to Know When it’s Time for Omnichannel Customer Service

This article was originally posted by Amanda Roosa for Zendesk on February 25th, 2019.

Omnichannel is the new buzzword in the customer service industry, and everyone is trying to get a piece of the action. However, is this hype real, and do you need to become the next expert in it? In layman’s terms, an omnichannel solution integrates all your customer service channels in one place to maintain context and end siloed conversations. It also allows your team to quickly reference who the customer is, what conversations they’ve had and what they may have bought from you in the past. In short, yes, omnichannel is all that, and more. But how do you know when it’s time to switch to omnichannel customer service? If you’re wondering whether you’re in need of an omnichannel customer service solution, below are some tips on what you should look out for:

Low agent capacity and/or overworked agents

Is your ticket volume increasing? Are your agents feeling overworked and stressed out? No matter your agent capacity, if your agents are inundated with emails, calls, and inquiries, and feeling overloaded, something needs to change. In the world of customer service, there’s nothing more stressful than your ticket backlog rising due to a lack of resources. If your agents are constantly switching between channels, user interfaces and unable to communicate and collaborate in real time, there are serious consequences—think low CSAT, low ASAT, and a general lack of support efficiency.

Service is inconsistent across channels

Another telltale sign you need to integrate your customer service channels: if your team is delivering inconsistent support across channels. Do you make customers repeat their issue over the phone if they’re transferred to another person? Or, say a customer emails you about an issue, doesn’t receive a response, and now they’re calling you but you have no idea they already emailed you. Customers don’t know which channel to trust and in an age of distrust in companies, that’s a mistake companies can’t afford to make.

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