Many SaaS companies today recognize that they need to offer multiple channels of support to their customers. That's why most companies now provide chat, email, message, and call support at a minimum. Although most companies claim to have a multichannel approach, their support channels often operate independently of one another. Their channels do not share information among themselves, resulting in inconsistent customer experiences. Making the switch to omnichannel support is a worthwhile investment, but creating a strategy that works for your business isn't always easy. To make things easier, we've compiled 3 tips on how to develop an effective omnichannel support plan.
1. Create a collaborative environment for team members
Omnichannel strategies offer many benefits, including allowing your support agents to work together as a team. To take advantage of this, make sure your inquiry process facilitates collaboration. With omnichannel support platforms, you can share information about individual tickets and involve other team members when necessary. Viewing history and previous experience allows support agents to seek advice and assistance from their teammates regarding specific issues.
2. Provide mobile-friendly apps to your customers
As you build your company's support strategy, one of the most important things is to offer options that match your customers' preferences. Though your user base might have different preferences, there is one thing you can be sure of regardless of your target demographic: they want mobile-friendly support. Ensure that your support channels are accessible from smartphones but maintain the same level of quality regardless of which channel your customers use.
3. Make sure the support platform has an omnichannel dashboard
Switching to an omnichannel strategy requires selecting a support platform with the needed features. Make sure your options provide you with room to expand and improve your strategy. Even if you only use a few channels currently, consider whether you will add others in the future. Utilize tools that streamline the process of accessing and resolving inquiries, and use dashboards so agents won't have to switch between devices or platforms so they can assist customers as effectively as possible.
Final Thoughts
Build self-service resources
Users can find information and complete tasks using self-service resources without waiting for a support agent. Your customer service team to spend more time on more complex issues and less time answering relatively simple questions. It is not enough to publish a few articles, and you must treat self-service resources as an integral part of your company's support strategy. If the user can't find the answers on their own, ensure your strategy encourages them to look for them themselves but ensures they can contact you quickly.
You can enable end users to provide self-service support with the Guide feature from Zendesk Suite (Support, Chat, Talk & Guide), empowering agents to assist customers better. Guide makes it easy to create customer-facing support sites, knowledge bases, and self-service content.
As a Zendesk partner, Zooloo can provide you with everything from sales to consulting, implementation support, and system integration. Feel free to contact us at sales@zooloo.asia.
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Tags: #zendesk #omnichannel #digitaltransformation #digitalintegration #digitalsolutions #smestrategy #ecommercestrategy #emarketplace #customerengagement #customerretention #customersuccess #edg #psg
