Omnichannel CX: The new normal, how to implement a rockstar omnichannel strategy that drives revenue

Omnichannel CX

Omnichannel CX is no longer the exception but the rule. With more and more customers starting their support journey online it has become a marketing must-have to have a support presence across multiple channels. 

15 years ago the average consumer typically used two touch-points when buying an item and only 7% regularly used more than four. Today consumers use an average of almost six touch-points with nearly 50% regularly using more than four. (Marketing Week) 

Bottom line, customers want you to meet them where they are.  

The key benefits of omnichannel support are: 

  1. Streamlined customer experience 
  2. Reduce Agent Effort & Improve Productivity 
  3. Improved Analytics 

If having a support presence across multiple channels is the bare minimum, then what’s next in omnichannel cx? Connecting the customer journey. 

90% of customers expect consistent interactions across channels. (SDL) 

No matter where your customers are on their support journey, they expect a seamless experience that minimizes friction with agents across multiple communication channels. They won’t hesitate to go elsewhere if their needs aren’t met.

Here are three strategies to keep your customers connected:


Be Consistent 

The data doesn’t lie, 90% of customers expect consistent interactions across channels. 

With customers using an average of almost six touch-points when buying an item, it can be overwhelming to think about how to provide the same speed of service across multiple channels. 

Even though issues might vary in difficulty, you should respond to customers quickly, regardless of platform. 

To solve this problem, set up a standard automated response across all channels. For example, commit to responding to customers questions within a certain amount of time, like 24 hours. 

Committing to build a consistent network of channels will foster a positive outlook on your business, improving customer loyalty. 

Customer Journey Tracking 

Yield inspiring customer service and relevant CX solutions by tracking customers’ journeys. Tracking helps agents understand customers’ motivations, which can reveal revenue-driving solutions.

For example, alerting an agent to a product the customer was browsing before entering the call or chat can empower the agent to serve the customer with additional product information or upsell more products.

By implementing omnichannel CX strategies, such as tracking customer journeys, you can gain valuable insights and tailor your interactions to deliver personalized experiences across channels.

Assess Customer Feedback and Audit Processes 

Technology and customer preferences change. Keep up to speed using customer feedback and adjust processes as needed. 

Use surveys or have customers rate your service at the end of every interaction to gather the data needed to improve your contact center’s processes. 

Synching your customers’ communications and proactively meeting their needs through omnichannel CX will help to ramp up employee productivity, boost customer satisfaction and retention rates, ultimately driving business success.

Must-have omnichannel software features: 

Top list of critical features you need to build a result driven omnichannel strategy: 

  • Artificial intelligence (AI):
    • In its 2019–20 Intelligent Customer Engagement research study, consultancy firm Nemertes found that organizations using omnichannel with AI saw a 104% improvement in customer ratings. 
  • Intelligent routing:
    • Intelligent routing technology automatically sorts and directs customer inquiries to the most appropriate agent, resource, automation, or self-service tool. This saves time and shortens resolution times. 
  • APIs and pre-built integrations:
    • Create a strong omnichannel experience by integrating all communication channels as soon as they are launched. APIs and pre-built integrations get different applications to “talk” to each other, fit into your existing ecosystem, and work seamlessly as one integrated platform with a unified interface. 

Adopting omnichannel retail enables your contact center to deliver effective experiences at each touchpoint, whether it’s a mobile app, email, or online chat.  

Understanding these differences empowers your contact center to bring people together through great interactions. 

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CX Tech, DaVinci, Omnichannel