5 signs it’s time to consider an omnichannel solution

If any of these scenarios sound familiar, it may be time to consider a more robust solution for your customer service.

01 Your customer experience is inconsistent across channels

A customer who reaches out on social media should get the same great service as a customer who sends you an email. Being accessible builds trust and increases customer loyalty. Omnichannel allows you to provide a consistent, seamless experience on any channel, not just the channels that get the most volume.

02 Agents are switching between solutions

Managing multiple systems is one of the biggest pain points for customer support teams. A solution that’s flexible enough to integrate with the tools and apps you already use means less hassle and better performance. By consolidating information into a single customer view, first reply times go down and issues can be resolved faster.

03 You’re in the dark when it comes to previous interactions

Lack of visibility into past customer interactions and activity can lead to a frustrating customer experience where customers have to repeat themselves endlessly. Instead, by centralizing user information like ticket history and device data in an omnichannel solution, you retain the context of each conversation, reducing customer effort and facilitating more personalized service.

04 Reporting across channels is difficult

When you have one metrics system for chat, another for social media, and another for email, reporting gets complicated. Compiling the data takes time, and it’s difficult to achieve parity across channels. An omnichannel solution provides a single source of truth where you can see metrics in real-time, allowing you to make changes and adjust staffing on the fly.

05 There’s no time to set up a new channel

If piloting a new channel feels overwhelming, you might be going about it the wrong way. Omnichannel provides a single solution with rapid time to value. You can easily add or remove channels. See what works best for your customers and your support team, and shift channel offerings according to customer preferences and industry trends.

Be ready for anything

Adopting an omnichannel solution gives you the flexibility to meet changing customer expectations. We’ve seen shifts in customer behavior since the COVID-19 pandemic began, such as an increased reliance on chat and messaging channels. But the world will keep changing and so too will customers’ channel preferences. With omnichannel support, you can be ready for anything. Learn more about Zendesk

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5 signs it’s time to consider an omnichannel solution