The digitalization of companies is an unavoidable and constantly evolving subject. The behavior of your consumers is constantly changing and your interaction channels are multiplying. Indeed, according to Deloitte, 60% of customers go through at least 2 points of contact. They therefore expect a consistent and “seamless” customer experience across all channels.
In addition, your consumers today attach extreme importance to the quality of their customer relations. Today, it is so easy to give your opinion on the web. It has therefore become essential to adopt an effective omnichannel strategy.
What is an omnichannel strategy?
An omnichannel strategy is the implementation of a conscious and planned synergy between the different contact channels in order to optimize your customer experience. In this way, you will maintain consistency in your customer journey by pursuing a continuous and permanent exchange with them.
What about multi-channel?
Multichannel is now completely outdated! A multi-channel strategy will deploy a series of different channels that are made up of silos and therefore do not communicate with each other. As a result, the agent in charge of a request cannot consult the customer’s history in real time. The customer is therefore forced to repeat his request each time. On the other hand, there is a great risk of receiving different answers each time. The conclusion is that the customer will be unsatisfied and will lose confidence in your brand.
How to adopt an omnichannel strategy?
Let’s start by recalling the objective, which is simple and complicated at the same time: it is absolutely necessary to personalize your customer journey by making it simpler and more intuitive. Thus, your omni-channel customer relationship strategy must be aligned with the expectations of this new type of consumer.
- Homogenize your data :
According to BCG, 70% of clients want your advisors to have access to their preferences and history. Hence the importance of collecting all data in one place. All this data will allow you to better target their needs and interact more fluidly, personally and efficiently with your clients through your various points of contact. It’s a great way to put your customers at the center and build customer loyalty!
- Connect your different channels together:
Omnicanality is defined by the fact that each channel is connected to the others and that information flows instantaneously through it. Therefore, it is important to focus on the synchronization of communication channels in order to provide a consistent and seamless experience for your customers.
- Humanize your contacts :
As a reminder, the goal is to optimize your customer relationship. It is therefore important to put the human dimension at the center of your omnichannel strategy. Indeed, the human dimension allows you to establish a relationship of trust; the customer feels understood and taken into consideration. Moreover, the human can respond with fluidity to complex requests such as in the case of complaints for example.
In conclusion, if you personalize your customer relationship, not only will you increase your sales, but you will offer a more qualitative customer experience and obtain a much better customer loyalty.
Nixxis is your partner of choice to improve your customer relationship. Do not hesitate to ask for a demonstration of our Nixxis Contact Suite solution.