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Omni-channel customer services provided by businesses have raised customer expectations manifold.
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Customers need real-time assistance and interaction.
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Customers will settle for nothing less than par-excellence customer service.
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Businesses have to follow some pointers in order to offer a good quality Omni-channel customer service.
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7 Essential Methods of Delivering Omni-Channel Customer Service are…
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Empower the Customer1.
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It is a good idea to provide customers with an option to help themselves.
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Customers should be navigated towards self-service channels such as FAQs.
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This also reduces the number of customers waiting in queue and saves their time as they are able to resolve issues on their own.
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Respect the Choice of Option2.
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Customers must be given the choice to select the channel of communication with the business.
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Offer Feasible Options3.
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Businesses provide multiple channels for customers to contact them with but rarely check the feasibility of such mediums.
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This creates a lot of confusion and gives the already disappointed customers more reason to be angry with the business establishment.
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Provide Seamless Experience4.
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Customer’s expectations must not be lowered irrespective of starting his or her journey on live chat and ending it over emails.
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Leverage Customer History5.
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Customer service division should make full use of analytics and gain insights about customer profile and past behavior.
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Integrate all Channels6.
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All the customer service channels must be perfectly synchronized to propagate a common culture of customer-centricity across the organization.
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Build Trust with Customers7.
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By enhancing customer experience, businesses should build positive relationship with customers so that they approach the brand via multiple channels.
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Organizations have to be more adaptive to the changing business dynamics in order to deliver high quality omni-channel customer experience.
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Invensis provides a wide range of call center services which helps streamline Customer Relationship Management (CRM) processes to achieve a high rate of business growth and profitability.
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Call Center Services from Invensis include:
Sales and Customer AcquisitionDebt CollectionCall Center Support ServicesCall Center TechnologyCustomer CareTechnical Support/Helpdesk ServicesMulti-Channel SupportCall Center by Industry
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Invensis is an ISO 9001 and 27001 certified company and has served 200+ clients around the world.
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To find out more about the services offered and benefits of partnering with Invensis, please contact us at [email protected]