We live in what Google calls the “Age of Assistance.” Phones have become personal assistants. With the ubiquity of smartphones, consumers have gained greater power in purchasing decisions.
This change has a decisive impact on consumer behavior, especially their demands. This is because they now have greater ease of interaction and communication, and can use all types of channels to search for information, interact and communicate.
In this new era, consumers want to be served on as many channels as possible and in the shortest possible time. According to statistics from V12 Data, 87% of consumers are frustrated by having to explain a situation again every time they start a session on a different channel.
Omnichannel service comes in to solve this problem and avoid customer frustration, unifying communication and offering support across all types of channels.
According to a Microsoft report, 91% of Brazilian belgium whatsapp data consumers consider customer service to be very important when choosing products and ensuring brand loyalty – the global average for this item is 61%.
How omnichannel service works
Omnichannel service is a model that ensures synchronization between all of the company's communication channels, preventing the customer from noticing differences in speech, whether offline or online.
By unifying channels and adopting a communication standard, omnichannel service shows that this increasingly demanding and connected consumer is talking to the brand – whether on social media, on the website or in physical stores.
Therefore, omnichannel service is concerned with ensuring a good customer experience. To provide satisfactory omnichannel service to the consumer, your company must speak the same language in all interactions.
Why omnichannel service is important
The omnichannel strategy brings advantages to companies of all sizes: from efficient service to competitive advantage.
Let's find out some more advantages?
Effective service: by investing in the integration of communication channels, the service experience is positively impacted, as communication becomes simpler, faster and more intuitive for customers. This makes consumers want to do business with the company again, which adds value and generates a competitive advantage for the company over its competitors;
Customer satisfaction: by facilitating the experience, omnichannel service also guarantees personalized service, increasing consumer satisfaction and, consequently, the chances that they will hire services and/or purchase products from your company again;
Effectiveness of marketing campaigns: When omnichannel service automates and optimizes marketing strategies, integrating different communication channels, the marketing team also benefits. This is possible because professionals will have more time to develop and implement new omnichannel marketing strategies.