Have you ever reached out to customer service on one channel, gotten frustrated because things are going nowhere, and switched to another channel? Then, are you increasingly exasperated when you find out you have to start your conversation over?
Yeah, so are we.
Luckily, this type of customer experience can be avoided by companies that take an omnichannel approach. Despite its association with marketing and retail, omnichannel can be applied to customer service as well. Omnichannel service means bringing various channels together in a more integrated and consistent way, drawing on past interactions and customer data to create a seamless service experience. In fact, over 90% of customers expect this kind of experience from companies.
At OneReach, we think omnichannel is an essential part of customer service that not only boosts customer retention but creates a powerfully positive customer experience. By adding omnichannel (and integration to inform the customer experience), businesses can increase CSAT tremendously with easy and effortless service experiences.
Check out these omnichannel statistics to see the impact it can have on businesses (and what happens when companies aren’t using it).
- 87% of customers think brands need to put more effort into providing a seamless experience. (Zendesk)
- 98% of Americans switch between devices in the same day. (Google Research)
- Companies with extremely strong omnichannel customer engagement retain on average 89% of their customers, compared to 33% for companies with weak omnichannel customer engagement. (Aberdeen Group)
- 89% of customers get frustrated having to repeat their issues to multiple representatives. (Accenture)
- Over 35% of customers expect to be able to contact the same customer service representative on any channel. (Zendesk)
- 77% of strong omnichannel companies store customer data across channels, compared to 48% for weak omnichannel companies. (Aberdeen Group)
- 61% of customers have not been able to easily switch from one channel to another when interacting with customer service. (Aspect)
- 64% of customers expect to receive real-time assistance regardless of the customer service channel they use. (Zendesk)
- Companies with extremely strong omnichannel customer engagement see a 9.5% year-over-year increase in annual revenue, compared to 3.4% for weak omnichannel companies. Similarly, strong omnichannel companies see a 7.5% year-over-year decrease in cost per contact, compared to a 0.2% year-over-year decrease for weak companies. (Aberdeen Group)
- By 2020, the demand for an omnichannel customer experience will be amplified by the need for nearly perfect execution. (PricewaterhouseCoopers)
What’s your take on omnichannel service? Does it get you the answers you need effortlessly, or do you end up frustrated? Let us know in the comments, and don’t forget to download our ebook on the seamless experience!
Photo credit: Playbuzz.