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Adopting omnichannel
customer service:

The technologies and people you need.

Trusted by some of the fastest-growing companies around the world

Trusted by some of the fastest-growing
companies around the world

WHAT IS OMNICHANNEL

CUSTOMER SERVICE

An omnichannel customer service strategy delivers seamless customer experience
by integrating multiple channels in a single system.

An omnichannel customer service strategy delivers seamless customer experience by integrating multiple channels in a single system.

CALL, LIVE CHAT, EMAIL, SMS, SOCIAL MEDIA AND SELF-SERVICE SOLUTIONS…

are deployed, allowing the customer to experience quality of service across multiple communication options.

Download Our Latest Ebook For More Information

Adopting omnichannel customer service:
The technologies and people you need.

WHY IS IT

IMPORTANT?

OMNICHANNEL

strategies achieve

91% greater

customer retention rates

CUSTOMER EXPERIENCE

is becoming

MORE IMPORTANT

than price & product

64% of companies

with a customer-focussed CEO are

MORE PROFITABLE

than their competitors

01.

CALL

Consumers want to be heard…

…when it comes to queries or concerns, and the easiest way
of achieving this is via an actual conversation

…when it comes to queries or concerns, and the easiest way of achieving this is via an actual conversation

The personal nature of one-to-one telephone chats…

can be a great way for companies to build relationships and
reinforce positive experiences with their customers.

can be a great way for companies to build relationships and reinforce positive experiences with their customers.

TIPS FOR

SUCCESS

FAST

FACTS

Satisfaction ratings for phone support are  91%

40% of customers prefer talking to a person
over the phone

68% of customers say the service rep is key
to a positive service experience 

02.

CHAT

Live chat is convenient for customers…

cost effective for businesses and provides a competitive advantage.

It can quickly meet demand…

and provide customers with the instant
responses that they have come to expect. 

AUTOMATED AND

HUMAN LIVE CHAT

Automated live chat

can answer simple questions that would otherwise
take up the valuable time of customer support agents. 

Human live chat

operates like instant messaging, facilitating quick text
interactions between the customer and support agent.

Strike the balance

Automation can help get conversations started, but personal service and
genuine human interactions  can’t be faked or replaced.

Automation can help get conversations started, but personal service and genuine human interactions  can’t be faked or replaced.

FAST

FACTS

Millennials prefer live chat for customer service
over any other channel

20% of the shopping population prefers using
live chat to contact a retailer

29% of customers are frustrated by scripted,
impersonal live chat responses

03.

EMAIL

By the start of 2019, there were an estimated

 

3.8 billion email accounts around the world,

communicate with companies via email (62%) than any other channel.

It is central to effective omnichannel
customer service.

HOW TO DELIVER EFFECTIVE

EMAIL CUSTOMER SERVICE

Respond

in a timely manner

Those emailing your
business expect a prompt
response. 

Use appropriate

language

From subject lines to signatures,
ensure the wording you use is
clear and concise.

Focus

on answering

Taking the time to understand
customer problems and
provide relevant solutions.

Taking the time to understand customer problems and provide relevant solutions.

Dedicate appropriate

resources

Manage the flow of enquiries
and avoid backlogged
inboxes.

FAST

FACTS

80% of businesses depend on email for customer acquisition and retention 

By 2022, 347.3 billion emails will be sent every day

Emails with personalised subject lines generate 50% higher  open rates 

04.

SMS/
WHATSAPP

Mobile text messaging is a fantastic…

…way of ensuring you are heard by your customers.
There are 4.78 billion mobile phone owners globally, and…

text messages are opened 98% of the time.

WhatsApp, meanwhile, is used by two billion people around
the world who exchange 65 billion messages daily.

WhatsApp, meanwhile, is used by two billion people around the world who exchange 65 billion messages daily.

BENEFITS OF INCLUDING SMS & WHATSAPP

IN A CUSTOMER SERVICE STRATEGY

Cost efficiency

Text threads cost $1-$5 per interaction,
while calls cost approximately $16.

Text threads cost $1-$5 per interaction, while calls cost approximately $16.

Marketing opportunities

Customers are likely to read their texts, making this the perfect place
to reach out with offers, products and other promotions.

Customers are likely to read their texts, making this the perfect place to reach out with offers, products and other promotions.

Reminders

Texts are a more convenient way of reminding customers about
bookings than disruptive phone calls or emailing to busy inboxes.

Texts are a more convenient way of reminding customers about bookings than disruptive phone calls or emailing to busy inboxes.

FAST

FACTS

90% of SMS messages are opened within three minutes.

78% of consumers say SMS messaging is the fastest
way to reach them.

78% of consumers say SMS messaging is the fastest way to reach them.

52% of people would likely text a customer support rep
if given the option.

52% of people would likely text a customer support rep if given the option.

05.

SOCIAL
MEDIA

Facebook, Twitter and other social media platforms
have heightened brand accessibility.

4 billion people around the world…

…currently use social media, many using it to contact companies
for support. It can be a great way to show your brand is willing
to engage with its audience

…currently use social media, many using it to contact companies for support. It can be a great way to show your brand is willing to engage with its audience

USING SOCIAL MEDIA TO

ENHANCE CUSTOMER EXPERIENCE

FAST

FACTS

Customers spend 20-40% more with companies that respond on social media 

Solving a customer issue on social media is six times cheaper than the call centre  

33% of customers have contacted a company using social media channels 

06.

SELF-
SERVICE
AND IVR

Self-service solutions allow customers to find
the answers they need with minimised or no support.

However, research shows that  92% of customers have
experienced problems using self-service tools, and
83% will avoid a company after a negative experience.

Getting it right is crucial.

INTERACTIVE VOICE RESPONSE VR

IVR is a common self-service solution.

They are automated voice systems we speak to when calling an organisation on the phone.
IVR systems account for 73% of all contact centre traffic, and are roughly…

They are automated voice systems we speak to when calling an organisation on the phone. IVR systems account for 73% of all contact centre traffic, and are roughly…

36 times cheaper per customer service interaction than call centre agents.

FOUR TIPS FOR A

SEAMLESS IVR SOLUTION

Find out what your customers need...

…to make sure you ask the right questions.

Simplicity is key.

Keep menu options to a minimum.

Let customers speak...

…to a real person if they want to.

Review calls...

…and constantly seek customer feedback.

FAST

FACTS

73% of customers want to solve service issues
on their own 

50% of customers think it’s important too solve product
or service issues themselves 

50% of customers think it’s important too solve product or service issues themselves 

67% of customers hang up the phone in frustration
when they cannot reach an agent 

67% of customers hang up the phone in frustration when they cannot reach an agent 

Download Our Latest Ebook For More Information

Adopting omnichannel customer service:
The technologies and people you need.