Omnichannel customer contact: this is how to provide the perfect service on every channel

Your customer contact colleagues are ready to answer the phone as soon as customers call. The value of good customer service is obvious to you. But customers have long since stopped approaching your company just by phone. Emailing, messaging through WhatsApp,  and a DM on social media are just as obvious for many customers. It’s up to you to organize your omnichannel customer contact as smartly and efficiently as possible. In this blog, we’ll tell you exactly how to do that.

Customer contact through various (online) channels

Omnichannel customer contact means that customers can come to you for help, service or advice through multiple channels. The phone, e-mail, WhatsApp, a DM via social media or perhaps even by dropping by your office.

You choose the channels your customers like to use to contact you and your colleagues. It’s important that you make sure customers have the same good experience with your organization every time, regardless of the channel they use to contact your company.

And that is immediately what makes omnichannel customer contact so tricky. It is quite a challenge to consistently offer the same approach, tone of voice and quality on different channels. That’s why we have 3 handy tips for you to optimize your omnichannel customer contact.

Customers expect multiple contact opportunities with your company

Customers simply expect to be able to reach you in more than one way. This makes sense as they have more and more means of communication at their disposal. With all the apps on their cell phones, contacting you can be done in a lot of different ways.

By offering those different ways of customer contact, you show that you take your customer seriously, that you understand what is going on with the customer and that you are willing to make an effort for your customers. Because you can be reached in so many ways, trust in your organization and the relationship you build with your customer grows. These are the benefits of omnichannel customer contact.

And so your colleagues need to manage all those communication channels in a way that matches your customers’ expectations and the service you want to provide. It’s important to compete with other companies in your industry, even though you may not have the same resources in budget and staff.

Because let’s face it: your customer doesn’t care about all those challenges. Today’s customer has high expectations of you that you have to fulfill. So you’d better make sure you set up your omn-ichannel contact center as smartly as possible.

Optimize your omnichannel customer contact with these 3 tips

It can happen to the best: sometimes colleagues make a mistake, even if you’re doing a tremendous job of managing all your channels well in different places. But optimizing your omnichannel customer contact can be smarter, more efficient and therefore more fun. The rise of AI, for example, takes a lot of work off your hands.

That’s great for your colleagues who achieve better results with less stress, and it’s great for your customer who, regardless of the channel, is therefore always in contact with a fresh enthusiastic colleague. Because when all practical matters fall away, there is more focus on the conversation and the customer.

How?

For that, we have three smart tips for you.

Tip 1: Identify your customers’ needs

Omnichannel customer contact means customer contact on multiple channels, but of course that does not mean that you have to be available on all possible channels. Because even for your organization that can be quite difficult in practice.

What are the most common ways to connect with your organization? Then commit to them in full. Better to provide truly valuable service on three channels than to be present on five channels and not actually be able to keep up.

Don’t know what channels your customers prefer to use to contact you? Ask them. For example, in the conclusion of a phone call or in a post on social media. Often people appreciate you asking for feedback.

Tip 2: Give specific colleagues responsibility for a channel

Of course, if everyone does everything at once, no one becomes a true specialist. Do you notice that customers are sending you regular emails? Then appoint a colleague who knows everything about WhatsApp Business, the latest updates, the best applications, etc.

Are there changes that matter to your organization? Then there is always someone who can act immediately, keeping the customer experience optimal.

This person can also be the first to answer incoming WhatsApp messages, for example, because he can write well and explain things clearly in a message. Of course, he can make notes of this conversation in your CRM so that the rest of the organization is also informed.

Tip 3: Bring all channels together in one system

With different apps and tabs, you lose track of things very quickly, even with a few channels. And let’s face it, that never really makes for a good customer experience. That is why it is important to manage all your customer contact in one place that is available to all colleagues.

This also works perfectly when customers switch channels during communication. It’s nice not to lose the previous information. Even nicer if you can grab it quickly and pick up the thread effortlessly.

With our online communications platform Ascend, you manage all your internal and external communications from all channels in one place. From contact between colleagues to everything you discuss with customers. With Ascend, you can call, chat, video call and share files.

This gives you an instant overview and makes it a lot easier to manage the various communication flows within your organization in a smart way so that you can take full advantage of the benefits of omnichannel customer contact.

Smarter omnichannel customer contact with Voys Ascend

It would be a bit lame to mention the ideal solution and then not tell you more about it. Because, even though we may not be completely objective, Voys Ascend really is an ideal solution for medium and large companies that want to make their omnichannel customer contact smarter and more efficient.

Did you know that you can link Voys Ascend with a host of business tools? All known communication channels are super easy to bring together. From WhatsApp Business to Facebook Messenger to Slack to Hubspot.

That means that with Voys Ascend you can theoretically use all communication channels, except carrier pigeons and smoke signals, to stay in touch with your customers and colleagues. And that’s without having to use all the separate apps and integrations. Because that, of course, is where the real profit lies.

These are the most useful features of Voys Ascend

Look, you know by now that Voys makes business calling easier. (Otherwise we really aren’t doing our job properly!) But the world is changing and we see that too. That’s why our focus is increasingly shifting from business telephony to communication in which a good relationship with your customers is central.

Call routing based on contextual data

Your customer ends up with the colleague who can best help him, even without the customer having called before. Our smart solution takes care of this based on contextual data.

Collaboration and customer contact in one environment

Within Ascend, you not only manage your customer contact, but also collaborate with your colleagues. This means that you manage and use all your communication in one place. This is very efficient if you want to help customers quickly and effectively.

Easily scale up as customer contact increases

As your business grows, so does customer contact. Voys Ascend is fully prepared for that, allowing you to easily scale up not only your business telephony, but all your communications. The management platform is very user-friendly, so you and your colleagues can just do that yourselves.

Is your omnichannel customer contact set up smartly?

Or do you think after reading this article: there is work to be done here? If so, contact us for a no-obligation demo. Then we will show you exactly how you can optimize and support your omnichannel customer contact with Voys Ascend. Want to check out the possibilities first? Of course, that’s also possible.