In a study conducted by Coresight, 67% of the respondents mentioned that they would not engage with a business that does not service them on their preferred mode of communication. This implies that since every buyer has unique preferences, simply providing one or two channels is not enough. 

Service agents are not immune to customer service challenges that legacy systems burden them with, either. The risk of addressing a pain point incorrectly is significantly high, and scouring multiple communication channels for the right information causes serious burnout. 

Therefore, companies in this dire situation need a robust omnichannel customer service solution that unifies customer context across different channels into one platform and facilitates seamless interactions. It’s a plus if it is simple, easy to use, and fully integrated. 

To that end, we bring you a comprehensive study of omnichannel customer service and a compilation of its many benefits.

Omnichannel customer service: A quick rundown

Customers are increasingly demanding more personalized services. According to McKinsey, 80% of consumers are more likely to purchase from brands that offer tailored experiences. 

Additionally, they want lower resolution times, seamless experience across channels, and to be directed to the right agent instead of navigating phone trees that keep them going in circles. 

Therefore, the buck stops at the service agents, who must offer a cohesive experience with a valid resolution and deliver outstanding support. This is where omnichannel customer service comes into play. 

This is an integrated, end-to-end journey where customers interact with businesses across multiple channels and devices such as phone, text, chat, SMS, etc. In simple terms, a buyer journey may begin with a chat but end in a phone call. 

So, the support team is “omnipresent” and assists in all possible means. It can simplify client interactions, making the experience smoother and consistent at every point of contact. 

This solution, which eliminates the need for customers to repeat themselves each time they connect with the support staff, is indeed a shot in arm for businesses of all sizes and fosters consumer loyalty and trust. 

However, it is important to note that omnichannel is entirely different from multichannel customer service. While omnichannel service provides a more unified customer experience, the touchpoints in multichannel—voice, SMS, social media, etc.—are standalone, which could lead to fragmented conversations and data silos.

Benefits of omnichannel customer service

Research shows that companies with robust omnichannel customer service strategies retain an average of 89% of their customers, compared to just 33% for those without. Additionally, businesses that adopt omnichannel strategies achieve a 91% higher year-over-year customer retention rate. 

With this in mind, integrating omnichannel customer service has become imperative for enhancing customer satisfaction, loyalty, and overall business growth. Let’s take a closer look at the major benefits: 

Enhance customer experience and loyalty

With omnichannel customer support, customers do not have to wait in long queues for support. Queries are addressed promptly, and customer satisfaction levels increase. 

Also, customer concerns can be addressed via a simple chat conversation or a quick WhatsApp message. This makes the buyers feel valued and turns them into loyal brand advocates.

Increase the customer lifetime value

All businesses strive for repeat customers. They introduce loyalty programs, bespoke coupons, and so much more. However, if the perception is that a business is not customer-service friendly, the retention process becomes much more tricky. 

Thus, a platform that allows for smooth interaction between the brand and customers is a must for increasing the CLV. 

Boost revenue

A report by Harvard Business Review shows that omnichannel customers spend 10% more online than single-channel consumers. Therefore, companies can improve their topline manifold by being present in all relevant channels in a smartphone-driven world. 

Customer service agents can introduce your business's different programs, allay any fears or preconceived notions, help buyers make better decisions, and increase ROI. 

Faster response rates 

Many businesses continue to provide support via email alone, resulting in longer turnaround times. Conversely, omnichannel customer service solutions like Plivo CX, which uses OpenAI-powered chatbots and customizable voicebots, can provide answers to customers instantly. 

Working 24/7, they can identify the nature of the query and direct customers to a knowledge base or relevant agents for quicker resolution. 

Increase overall service efficiency

A company will seldom benefit from having complex systems that are difficult for customer service agents to navigate. 

In this context, Plivo CX can help you as well. It is equipped with features that empower agents to quickly switch between voice, chat, messages, and the like. Without the need for tab/window switching to gather information on past interactions, the agents can provide a quicker and smoother experience. 

Build better brand perception 

Word-of-mouth is the strongest marketing tool. When someone vouches for your business as being more customer-centric than others, they create a domino effect. 

Most people happily engage with you simply because the support team is prompt and helpful. This can be achieved only when a business has an omnichannel presence, providing support over chats, messages, and social media. 

More contextual conversations

An omnichannel platform allows agents to store customer data and conversation history, providing in-depth context behind the problem. The past information shared by customers can be considered as client feedback that can further improve contextual interactions. 

Personalized customer experience 

Did you know that 68% of consumers prefer service providers that understand their unique requirements? 

AI-powered omnichannel support services conduct data analysis based on customer behavior. The insights gained from this allow agents and businesses to provide personalized services.

Tips for building an omnichannel customer service strategy

Bloomreach suggests that companies that adopt omnichannel strategies see a 23x higher rate of customer satisfaction. Moreover, 87% of customers believe brands need to put more effort into providing a seamless experience across all communication channels. 

By adopting an omnichannel approach, businesses can meet these demands while improving efficiency and engagement. Below are some key tips you can use to build a robust omnichannel customer service strategy:

1. Incorporate AI chatbots and voicebots

AI-powered tools are the way to go for the customer service industry in the future. Since routine queries can be found within the company knowledge base and only sometimes need human intervention, AI service bots can easily comprehend and answer questions related to billing, appointment timings, and so forth, minimizing the incoming volume for agents. 

They can also filter out conversations based on customer keywords and accurately route them to the right teams for improved case handling. 

Moreover, they can service customers in their preferred language, which is a significant benefit for businesses with a wider presence.

2. Focus on personalization

Agents providing template answers and outdated blurbs have always been a bane in customer service. Imagine going through a painful support experience where the agent monotonously says, “I apologize for the experience you are having.” without any resolution in sight. 

Omnichannel service helps agents offer tailored solutions and establish a deeper connection with customers. 

3. Map the customer journey

Blueprinting a customer’s journey is paramount to accurately catering to their needs. This step offers a visual representation of the buyer’s engagement pattern with the brand. 

With Plivo CX’s no-code workflow builder, agents can quickly map out elaborate custom user journeys across any mode of communication.

4. Train support staff with live monitoring features

Properly utilizing the right omnichannel tools, live monitoring, and providing real-time guidance is key to having a well-rounded support system working for both the customer and the company. 

With Plivo CX’s Live Customer Call Monitoring and Coaching feature, supervisors can assist agents in delivering value-added solutions and complying with regulatory requirements. 

This feature also significantly reduces new agent onboarding time, as new hires can be coached directly on live interactions. With live monitoring, supervisors can ensure brand voice stays consistent across all communication channels.

Why choose Plivo CX?

Plivo CX is an omnichannel customer service platform that enables client interactions across various channels, including LiveChat, SMS/MMS, WhatsApp, and more, all from a single platform. 

Its reliable, clear calling and messaging capabilities make it one of the most appealing options in the market. 

Let’s take a look at Plivo CX's smart features that help extract maximum value from omnichannel customer service:

• Agents obtain a 360-degree view of the customer’s background and interaction history on a unified agent desktop, facilitating personalized conversations and better problem-solving
• Leverage an interactive voice response (IVR) system with automated phone menus to guide callers and route them to the appropriate department or agent, streamlining the customer experience
• The OpenAI-powered chatbot and voice bot act as your virtual assistant that is available 24/7 and can provide answers to routine queries based on the knowledge base available within the company
• Its standout drag-and-drop customer journey builder and pre-configured integrations enable painless deployment
• Businesses can carry out product trials to understand the solution and how it can best help them grow
• It helps you stay secure and compliant with strict adherence to industry-specific regulatory requirements 
• Plivo CX’s AI engine helps your team prioritize and respond to urgent customer requests faster, ensuring timely assistance. 
• It also trains your AI agents to reflect your company's voice and policies, maintaining brand consistency throughout interactions.
• You can integrate Plivo CX with popular CRMs and custom API integrations to provide more personalized responses and ensure AI-driven conversations are aligned with customer data.
• Integration with Helpdesk, Order, and Payment systems is also available
• Enhance customer communication by enabling seamless exchange of images, videos, audio, and documents, fostering more engaging and informative conversations.
• Streamline agent workflows with message templates and internal notes, allowing for efficient communication and collaboration. 
• You can also keep your AI agents up-to-date instantly to adapt to new product launches, promotions, or policy changes, maintaining agility and responsiveness.
• Record calls for quality assurance and agent training purposes, ensuring continuous improvement and compliance.
• Generate customized reports tailored to your specific needs and requirements, providing valuable insights into customer interactions and agent performance.
• Empower agents to share information and collaborate seamlessly through internal notes
• Cater to a global audience by offering support in multiple languages, expanding your reach and enhancing customer satisfaction

Transform your omnichannel customer support with Plivo CX Service

To sum up, an omnichannel platform makes the buying journey hassle-free and provides a superior experience. 

With an all-in-one CX suite like Plivo CX, businesses can enhance customer loyalty and brand recognition. This solution allows buyers to reach out via WhatsApp, SMS, and chat in addition to traditional channels like email. 

Its user-friendly interface and convenient features further help agents exceed customer expectations and drive revenue. 

Book a demo to learn more.