Overall customer satisfaction is the No. 1 way brands can set themselves apart from their competition. And a key component of this is how they communicate with their customers and deliver exceptional customer service in the channels of their choice. Brands know this and are seeking partners who can help them deliver complete omnichannel experiences in the shortest time, with minimal disruption and cost. This blog series on growing your BPO with cloud-based omnichannel aims to demystify omnichannel and give you a roadmap to offering your clients everything they need to provide the omnichannel service their customers are demanding.
Companies with extremely strong omnichannel customer engagement retain on average 89% of their customers, compared to 33% for companies with weak omnichannel customer engagement.
OFFER EVERY CHANNEL CUSTOMERS DEMAND
Your clients’ customers now have more choice than ever. Most services can now be performed over the phone or with a computer and customers expect more and more from these interactions. The days of visiting a store or branch to solve a problem are numbered. Nowadays, people want prompt, effective action in the channel of their choice or the channel that delivers the best outcome. They want to see complete account balances on their phone. They want to change shipping times with a text. They want to cancel orders or change their policy with a quick call that doesn’t involve being passed around from department to department or explaining their issue to multiple agents. And if they don’t get any of this, they have the choice to quickly and easily move to a competitor. This is your clients’ reality but it’s also your opportunity to solve one of their biggest problems.
Before we go on, it’s worth noting an important distinction between omnichannel experiences and multichannel experience. Your clients probably already deliver some form of customer service across multiple channels. They might tell you that they do outbound email campaigns as well as voice calls. They’ll have a website, an IVR, even bots and SMS capabilities. This may all be true and you may already be delivering a few of these channels for your clients.
Fifteen years ago the average consumer typically used two touch points when buying an item and only 7% regularly used more than four. Today consumers use an average of almost six touch points with nearly 50% regularly using more than four.
However, what defines a true, successful omnichannel experience is how it links all these channels together to provide a seamless customer journey. Not only is this highly satisfactory to your clients’ customers, but it also offers multiple benefits to the companies you serve.
For example, your clients might launch an email campaign with an offer to certain customers. In a multichannel scenario, the call center will have no idea this has happened and not be ready when the calls start coming in about the offer. On the other hand, an omnichannel system flags each customer who received the email and alerts the agent when that customer contacts them about the offer. This drastically cuts down on call time and positions the company in the customer’s mind as being much more in tune with their needs. In short, the customer and agent can get to the point as quickly as possible.
This is just one scenario, but there are multiple ways your clients can benefit when they link all their communications together and have a complete view of the customer journey.
89% of customers get frustrated having to repeat their issues to multiple representatives.
THE BRIGHT PATTERN OMNICHANNEL SOLUTION
So it’s clear there’s a high demand for the omnichannel experience from both your clients and their customers. It’s an obvious way to increase your value to your clients and boost your margins by offering a wider choice of services.
Bright Pattern has a solution for you to white label our acclaimed omnichannel technology and offer what we believe is an unbeatable mix of speed-to-market, comprehensive features, security, and compliance, all at a cost that enables you to turn a profit.
Our solution is based on the system we already sell directly to customers. It’s architected from the ground up as a cloud-based service and offers the right blend of enterprise-grade functionality, reliability, and scalability not otherwise available in the industry.
You’ll be able to meet your clients’ customer experience expectations by offering any combination of inbound and outbound, as well as a full range of digital capabilities, including mobile, SMS, live web chat, voice, messaging, and web calling. Offer virtual queue on inbound calls to improve customer satisfaction during peak loads and provide mobile app communications to reduce time spent in phone queues and to personalize communications.
Blended multichannel operation lets your agent work on multiple chats, respond to overriding phone calls, and work on email only when there is a lull in other activities. True predictive dialing keeps agents busy with low abandonment rates, even with low answer-probability lists.
It’s also designed to boost your agent productivity. Everything is controlled from one integrated desktop UI. There’s very little training required and all the actions, such as click-to-call, screen pop, and activity history are automatically saved with each ticket.
The whole solution is designed to enable you to offer tailored branded experiences to your customers. It’s almost infinitely configurable so you can offer customer journeys that fit the tone and service levels your customers desire.
For more on how Bright Pattern can help your BPO with omnichannel read our full E-book here.