An Introduction to Omnichannel Customer Service
Have you ever reported an issue to a company only to get passed from person to person, requiring that you restate your problem with every new interaction? Inconsistent service drains both customer goodwill and business efficiency.
Omnichannel customer service challenges this model. By combining all communication, omnichannel strategies keep the conversation flowing smoothly from channel to channel and rep to rep.
What you'll learn
- What omnichannel customer service is
- What makes it effective
- Tips and techniques to help you excel while using an omnichannel strategy
Description
Omnichannel customer service connects all communication channels with one strategy. It gives customers multiple ways to interact with your organization while keeping the conversation consistent. This creates a seamless experience for customers at every point of contact.
People often confuse omnichannel customer service with multichannel customer service. However, while multichannel includes many channels, omnichannel goes further by integrating channels into a single system.