The rapid growth of smart devices has resulted in an unprecedented increase in customer-company interactions. “Due to COVID-19, we had to turn to all digital communication options. This has the great advantage that the face-to-face channel is generally the most expensive to maintain for all industries, ”says Luis Flores, CEO of MovigoO.
Currently, customers interact with companies through different channels at the same time, but multichannel is no longer enough. According to Dimension Data, digital interactions currently account for more than 90% of communication between the customer and the company. “A lot of companies are trying to improve the experiences they deliver to their customers by developing strategies that allow them to have the full context and customer history, regardless of time or channel, so they look to omnichannel solutions,” added Flores added.
One of the most important questions companies ask themselves when implementing omnichannel strategies and tools is reducing costs by improving customer service times. At MovigoO, we list 3 basic steps companies should consider in order to achieve this goal:
- Do you know your customer: You need to know and understand which solutions and channels are best for your company and your customers. Your company needs in-depth knowledge of both travel of the customer and his data. When this data is available to your company, managers can make informed decisions and structure an efficient artificial intelligence strategy.
- Empower your customers: By using automated customer service tools via chatbots, phones, social networks and other applications, you can reduce the need for human intervention and the customer can find a solution to their problems in less time. Although the most complicated requests always require human intervention to guarantee the customer a superior experience.
- Establish proactive communication: The strategy is to notify customers in advance of planned visits, network maintenance, arrears and other issues via SMS, WhatsApp, email and notifications through mobile applications. You need to make sure that your customer service reps have the most complete information about your customers’ journey.
“When implementing an omnichannel project, the focus should always be on customer satisfaction, not on cost reduction. However, this can be an advantage that drives the digitization of processes in the customer service area. With digital channels, we can extend the service time and achieve service times close to 24/7 without the need for manual work, ”commented Luis Flores.
The relocation of processes or sub-processes to digital channels enables the management of “queues” to be minimized. This is one of the greatest advantages of digital assistance. In this case, the aim of omnichannel is to supplement the channels without influencing the customer in terms of efficiency and effectiveness in the provision of services. An omnichannel strategy will take the user experience to the next level and generate greater customer satisfaction and loyalty.