5 advantages of having an omni-channel customer service

5 advantages of having an omni-channel customer service

It is crucial for a company to have an omni-channel customer service if it wants to add value to its products or services, since it broadens the business’s capacity to serve customers via different platforms. Why limit your company to only one means of communication? Deliver a unique brand experience by using call center outsourcing to assist your customers through different channels.

Some of the main advantages of this high value-added service, include:

1.- Immediate response.

Time is crucial in business, and the longer a customer waits for an answer from customer service call center agents, the smaller the probability that they will make a purchase.

On the other hand, when a customer gets a response during the first few minutes, it can trigger a sale1. This process becomes faster and more efficient if a company has different platforms for communication.

2.- Respond to clients within their channel of choice.

Phones, computers, e-mail… Nowadays, consumers have different options for communicating with a company, so they can choose the most convenient or preferred method of contact. This increases their happiness with the company.

3- Offer a comprehensive service.

Talking on the phone is still a primary way to get in touch with consumers, and the good news is that in addition to call center services, a company can add other channels that complement and strengthen its strategy for customer care. Direct sales or web chat, for example, are performed through tools such as chatbots or SMS messages.

4.- Retain more clients.

According to a study conducted by the specialized marketing website, Business 2 Community2, brands increased their rate for retaining customers up to 89 percent when they used an omni-channel strategy with customer service call center agents.

According to the study by Business 2 Community3, 85 percent of retail stores claimed that creating omni-channels is one of their top priorities. This means that if companies want to stay modern and competitive, sooner or later, they should implement these new technologies with their call center services.

In addition to providing call center outsourcing and BPO services in Mexico, NextDoor Solutions® can also implement the optimal omni-channel customer service strategy for your company that includes chat bots, SMS messages and Wit Advisor.

For more information please contact us by phone: +1 (619) 400 41 77, email at info@ndscenter.us, or directly on the NextDoor Solutions® website.