Why is Omnichannel Customer Service so Important?

In 2024, customer expectations are higher than ever before. 

Nowadays, it’s not about the customer conforming to restrictions, like waiting for business opening hours to ask questions and receive answers. Instead, the tables have well and truly turned, and now customer preferences prevail! 

With this shift in mind, more businesses are adopting omnichannel customer service solutions to appeal to the masses. But what does this mean? And how is it beneficial to be open-minded about omnichannel approaches? Let’s take a closer look… 

What Does Omnichannel Mean? 

Omnichannel is best described as a business strategy that aims to provide a totally seamless customer journey experience across all channels including in-store, over the phone and online. 

As an omnichannel Contact Centre which supports new movements in the industry – no matter which methods your customers prefer to use, or how an interaction shifts between channels – we make it our mission to facilitate and integrate!  

We believe omnichannel customer service solutions offer a truly unified communication experience for your audience. Not only this, but we know having a Contact Centre to manage all the moving parts ensures greater visibility over customer interactions across every channel they use, helping you understand them even more. 

In our opinion, the best hybrid customer service solutions include email, SMS, social media (Facebook, Instagram etc.), Live Chat and voice. 

While this may sound like a lot of maintenance, there are many benefits to offering a broad range of channels… 

The Top 3 Benefits of Omnichannel Customer Service 

It’s no surprise that companies that provide omnichannel support perform better across key customer experience metrics, such as faster response times and higher customer satisfaction scores. It’s simple: the more you’re there for your customers, the more rewards you reap! 

Here’s a few benefits we have seen become a reality for our own clients: 

Meets the Needs of More Customers 

The more options you offer, the more you are tailoring your customer service experience to people with different preferences. One customer may prefer to have a conversation over the phone, whereas another may choose instant messaging via Live Chat. Either way, having plenty of alternatives and avenues available with the latest technology at the fore is sure create a seamless, more personalised customer experience. 

Improves Resolution Rates 

Long gone are the days where customers must wait until 9am to get in touch. By having a 24/7/365 omnichannel solution, this reduces any backlog that would have otherwise built-up overnight several years ago! Plus, the more questions that are answered promptly, the greater relationship you are building between you and your audience. 

Creates Greater Loyalty 

By investing in offering multiple channels and lines of communication, this demonstrates a real commitment to your customers. In turn, customers will appreciate and praise your business more if they know you’re there for them regardless of the time or day. This plays a huge a part in cementing loyalty, boosting reputation, and ultimately, helping your business grow. 

Key Omnichannel Statistics and Takeaways

We like to keep on top of the trends, so here’s a few key statistics we think really emphasise the prevalence of omnichannel customer service in today’s world: 

• The customer retention rate of companies with omnichannel customer service solutions is about 89%. 
• Retailers that do not adopt omnichannel in their businesses lose between 10-30% on sales. 
• Businesses with omnichannel customer support will have 23 times higher customer satisfaction rates than those that don’t. 
• Customers want more convenient customer service. In fact, 87% of them want brands to put in extra effort to provide a more seamless experience for them. 
• 64% of consumers agree that the best feature of omnichannel contact methods is that availability is round the clock with no waiting involved. 

Fascinating, right? With these stats in mind, if you want to gain plenty of new customers, you need to be available for them across different platforms.   

At Mango Direct Marketing, we offer extensive Contact Centre services, helping our clients fulfil and exceed their omnichannel customer service strategies.  

We know there’s a lot to consider and operate when it comes to omnichannel customer service – that’s why we’re here – to make it all easier for you! 

If you want to learn more about both our hybrid and standalone Contact Centre services, please feel free to talk to Mango today and we’ll get straight back to you. Alternatively, if you want to keep up with what’s going on at Mango – you can follow us on Facebook, Instagram, LinkedIn and TikTok!