Almost 73% of consumers shop on more than one channel and a whopping 90% of them expect seamless, consistent experiences no matter which channel they choose. That’s why businesses must have an effective omnichannel marketing strategy in place to attract new customers. Helping your clients deliver an omnichannel approach to customer communications can provide a wealth of value.
A well-executed omnichannel communication strategy is when a business creates a consistent, easily recognizable, and integrated customer experience across all relevant channels. So how exactly can you help your clients deliver this level of consistency? Here are 5 tips to get you started.
1. Centralize all consumer communications
Businesses need to be where their customers are and have multiple contact points if they hope to stay competitive in today’s market. This can include Facebook Messenger, Web chat, text, email, and the list goes on and on.
Yet, keeping track of all those platforms can be time-consuming. Furthermore, with so many places to keep on top of messages, it’s all too easy to let some of them slip through the cracks. It’s important to make sure that all customer communications are in one central location. This will save time as customer messages can be accessed more quickly, and be responded to faster no matter what channel they’re on.
2. Context for every conversation for every department
Customers don’t want to repeat themselves just because they switched channels. Yet this happens far too often, in fact, 33% of consumers are most frustrated by having to repeat themselves to different departments.
Many businesses struggle with this challenge because customer interactions occur across many platforms, making it hard to keep track of specific inquiries, support requests, and communication history.
Businesses should be equipped to view the entire messaging history for anyone contact in one convenient location. This allows any team member to easily keep track of previous chats and messages and have context for all customer conversations.
3. Allow seamless collaboration between teams
77% of consumers choose, recommend, or pay more for a brand that provides a personalized service or experience. Consistently delivering personalized service and experiences means your clients need to be able to seamlessly collaborate interdepartmentally.
If your clients aren’t able to collaborate when it comes to customer messages, it’s going to lead to bad customer experience. That’s why team collaboration tools can help. Tools that allow your team members to leave internal notes within customer messages that are only visible to other teammates will put them in a prime position to deliver quality service.
4. Don’t forget video
Depending on the type of business, it can be a good idea to offer an option to reach customers via video call. Given that 89% of customers say that video conferencing helps them feel more connected, it’s a great tool to help boost conversion and retention. Video calls offer a greater degree of personalization and help businesses get more insight into the customer journey as there’s less room for miscommunication since clients can see facial expressions.
Additionally, in the wake of the pandemic video calls are now preferred by a wider audience. Even consumers in an older demographic are more comfortable with the idea of setting up and using a video call option. However, keep in mind that older clients might have a harder time navigating video conferencing tools, so it’s important to find a video chat platform that makes the process simple.
5. Embrace technology and automation
Every effective omnichannel communication strategy is supported by a good bit of software to help businesses deliver quality customer experiences.
Not only will technology make actioning all of these tips much easier, but it will provide additional benefits for your clients. They’ll be equipped to automate simple interactions such as sending appointment reminders, invoices, late payments, and more. This frees them up to focus on more complex interactions while still ensuring that all relevant messages go out to customers and prospects. Also, leveraging chatbots to supplement live chat can help your clients generate qualified leads on autopilot and support customers 24/7.
Omnichannel communication isn’t just another ‘fly-by’ business trend. It’s here to stay. Consumers love it and they connect more and for longer with businesses that get it right. So, for the sake of your clients’ bottom line (and by extension yours), take these tips on board and get your clients started on their omnichannel communications journey.