Warning signs that indicate its time to get unified in your multi channel customer service approach

Look around and you will understand how the way of interaction between customers and the companies is changing. There was a time when customers had only one channel to contact the companies, but now thanks to multichannel customer services, customers don’t have to wait for a single channel to solve their queries any more. Fortunately, many businesses are coming up with new strategies to keep their customer support running smooth. But handling multiple channels is not that easy.

From a business point of view, multichannel like email, social media, live chat option, etc. Are best for reaching a wider audience. However, when it comes to customers, there is only one thing they expect, a quick reply when they leave a message. The problem is they don’t understand that transferring the customers from one channel to another is more difficult than it seems.

For example, when customers drop a message on a ‘leave message options’ or sends an email, they don’t know that separate teams are handling different channels. The difficulty comes here like a bump on the road. Miscommunication can lead to customer dissatisfaction.

So how can you understand that it’s time to unite your multichannel customer service approach?

Here are a few warning signs that you must not ignore if you want to provide a top class customer service.

• Inconsistent service across channels–

Are your customers not receiving any response in time? Is your support team struggling to find answers and spending too much time calling other departments? These are the things your company cannot afford right? This late response and juggling between channels can lower customer satisfaction and even frustrate employees. If your employees don’t have the right tools to collaborate and unify the channels, the difficulties are only going to increase. This means multi-channels can be a headache for the employees until a unified approach is there to help them.

• Overworked employees and trouble in accessing data

When your customer support team is constantly switching between different channels, customer’s context often gets lost. Losing customers info can lead to angry customers. Moreover, this is the mistake after which customers lose trust in the channels and even in the company. A unified approach where all the data can be accessed through a single channel can help both customers and companies. Therefore, one system and one login help the customer support team to manage visibility across channels and improve operations.

• Customer dissatisfaction and no harmony in the support process

Customer support process should be smooth right? When a customer contacts a company they expect a quick solution. Customers not only look for a user-friendly platform to connect with the company, but they also expect a straightforward approach. If your support team is not aware of the customer’s journey through different channels, the lack of knowledge breaks customers trust. Result? No sales due to poor customer experience. With a unified customer-driven approach business can now integrate all the platforms and enhance the customer experience. Moreover unified multichannel marketing not only helps customers but will also, help the customer service team to assist in a better way.

Lastly, having a seamless customer service process is the only way to ensure that your customers remain satisfied. We all know that a happy customer means good business. A company should not only provide channels that customers are looking for, but the key is also to make all those channels united and efficient. If the graph of customer satisfaction is going downwards in your company, its time for you to consider a unified multichannel approach now.