Omnichannel support means providing a seamless customer experience, across channels and platforms, to provide consistent and timely assistant to customers.
Persuading customers to buy again, who have already bought from you is considered cost-effective than spending marketing or sales efforts on acquiring new leads. But the key to success lies in offering quality customer services, at every customer touchpoint. It can be social media platforms, website form, email, and call, etc. Thus, a single delay or inconsistency in communication can result in customer churn.
Additionally, the major problem reported by the business is a lack of resources and not having centralized customer data. Also, companies often confuse omnichannel with multi-channel support. Therefore to help you, here in this article, we have given a short description of omnichannel and multi-channel support, some reasons to persuade you to implement omnichannel support before things get out of hand.
Along with this, we have also provided a detailed account of Freshworks customer support application Freshdesk. It is one of many customers and employer delight SaaS applications that aim to provide around-the-clock assistance and tools to make customer support successful. For more details, you can reach out to Techloyce, and enjoy highly customized dedicated services from our Freshworks Consultants and Freshworks Partners.
Also Read: Customer Service And Customer Experience, Not The Same Side Of A Coin
Difference Between Multi-Channel And Omni Channel Support
One of the major differences between Omni and multiple channel support is the consistency of customer support. Since omnichannel retract data from all platforms to one central system, thus, it makes contextual customer support successful. Another difference between these two is, in omnichannel employees won’t have t switch between multiple applications to answer queries or update customer status, unlike in multiple channel support. Lastly, omnichannel allows employees to swiftly coordinate between teams. This feature is not available in multi-channel support.
Reason To Use Omnichannel Support
Customers don’t have time to wait, they have a lot of options equally competitive and cheaper to switch to. The only thing that can hold your customer back is the quality of customer experience you offer, across platforms and channels. Hence having an omnichannel support strategy in place means you will be saving time & resources to hire a support agent when a thing can be done online with minimum resources and in a short time. Some other significant reason to opt for omnichannel support is it provides a
- Comprehensive overview of every customer and their customer journey. One of the essential things that can enhance customer experience is getting instant responses from customer support and contextual solution. This can only be made possible if the system offers detailed insights to the agent and Freshworks offers exactly that. By using it, the agent won’t have to switch between applications to get information on the customer.
- Centralize customer data that reduce the need for using multiple applications and switching in-betweens query resolution. Additionally, the centralized data helps the agent to coordinate inter-departments and collaborate on issues.
- Consistent customer service and business tone. Although multi-platform increase the horizon of customer support, but there are many added disadvantages. On top of that, it prevents companies to provide consistent support and tone. Moreover, when the customer is asked to hold or wait for minutes or hours, it infuriates customers and they switch no matter how much quality your product offers.
- Opportunity for business branding, upselling, and cross-selling. Unlike multi-channel, omnichannel increases contextual support, and agents can use the archival history on the customer journey to efficiently resolve the solution and provide a recommendation based on their interest.
- Lastly, empower employees by saving time on recurring and mundane tasks.
Features Offered By Freshworks
- The first thing that Freshworks offers is one screen or single dashboard for all queries. Moreover, the dashboard orientation can be customized based on the user e.g. admin, employee, or customer support specialist, and the customer itself.
- Additionally, Freshworks allows third-party integration into Omni Channel, directly, which other support application doesn’t offer.
- On top of integration, auto-query routing is considered one of the best features. Along with this, Freshworks can also program to assign tasks with intuitive priority tags to customer support specialists. It also includes query deadlines and other significant details.
- Unlike other applications, Freshworks offers a detailed overview of the customer journey with a timeline. This provides support specialists to give contextual support to the customers.
- Cross-team collaboration is another benefit that fresh work offer to its clients.
- Another benefit of Freshworks is the dedicated dashboard for multiple users, e.g. customer, agent, and admin support. Also, to reduce the hassle of queries from piling up, one can utilize the Ai ChatBot, Freddy. It can answer questions, communicate with the customer via short talk, and proactively resolve problems without the need for inter-person interaction. Moreover, Freshworks has pre-built templates that agents can use to save time. The Ai also assist the agent in providing proactive recommendation on what response or links to resources to send to a particular customer.
- The last benefit offered by Freshworks is it support remote work. Moreover, Freshworks doesn’t require any installation. It’s as simple as plug-and-play.
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Applications Offered by Freshworks
Freshworks offer a wide range of application that one can to optimize customer support strategy. On average customers use over 5.5 channels before interacting with companies. This includes a website, landing page, support, email, and social media, etc. maximum touchpoint of customer consist of 20. Track such a trail becomes difficult for customer support, especially if they are using a multi-channel support strategy. Hence to reduce the burden, Freshworks offer three application that support chat, call and email query answers. The widely used application consists of Fresh Caller, Fresh Desk, and Fresh Chat. Using a combination of these applications one can efficiently communicate, and resolve the problems of the customer.
Conclusion
Nowadays customers are in such a rush that they don’t have time to wait for hours or days to get any problem resolved. Moreover, instead of conveying the issue multiple times, they prefer to switch to another vendor. Hence the key is to offer contextual, on-time, and omnichannel support. The reliable solution is to opt for customer support SaaS applications such as Freshworks. For more information on CRM and ERP Consulting Services, you can contact Freshworks Partners.
