Technology has significantly boosted customer services and lowered brand-to-consumer response times.
Technology has propelled customer service by speeding up communications, driving convenience, maintaining self-serve options, and enabling targeted marketing campaigns.
Customers have become more technologically aware, and thus, they favor digital channels that reduce the need for live agents. Devising an omnichannel strategy is vital to stay afloat amidst the increasing competition.
Turbulences in Traditional Customer Experience
To quantify customer experience, companies must develop a consolidated view of the customer as he/she interacts with them across various channels over time.
However, attaining this goal has become a daunting task for the enterprises that are still using traditional analytical approaches because of the following limitations –
1.Shortcomings in data integration
Customer data exists in huge siloes across different systems. Congregating and analyzing this data is the only means of providing a personalized customer experience.
However, traditional data integration projects take months, leading to delays and higher chances of the possibility of error.
2. Lack of skills and resources
Studying customer service data analytics practically and actionably demands skilled data scientists, who are challenging to hire and have more projects than they can complete in time.
3.No real-time customer analytics
Traditional analytical approaches present a historical view, which is generally invalid by the time companies can act upon it.
4.Inconsistency between data and insights
Data integration projects emphasize unifying data without producing customer insights and tactics to make them actionable.
5.The Hassle of Management and Training
Contact center agents require training to improve their managerial and customer handling skills to boost customer services. This process is not only cumbersome but expensive.
Here’s How omnichannel solutions can throttle-up Customer Experience
Here are a few reasons why companies must implement omnichannel analytics to boost customer services –
Enhanced Customer Understanding
Omnichannel analytics provide copious opportunities to identify segments and micro-segments via advanced clustering, scoring as-well-as decisioning techniques.
Omnichannel analytics provide better customer service solutions through the following –
- Personalized customer targeting
- Prognosticating customer behavior
- Optimizing offers
- Avoiding redundant efforts that disturb customers and exhaust resources
Journey Design and Management
Service providers can utilize analytics to track and comprehend customer journey and intent right from onboarding the customer to support request touchpoint.
Using customer service analytics, enterprises can track performance in distinctive ways; for instance, to analyze how efficient different channels are at executing tasks or generating positive outcomes.
Personalization analytics identify a person’s relevant attributes (intent, behavior, potential, profile, and others) and customize the customer experience by presenting only significant recommendations.
Knowing the right product in the right situation at the right place at the right time is a challenge. Predictive analytics, sustained by customer and product information as well as historical trends, are competent in predicting appropriate stocking levels.
How omnichannel customer service Can Assist in Social Customer Service
Social media integration with a brand can boost omnichannel customer experience by opening up direct channels of communication.
On social media platforms, a customer can ask queries that intrigue them and express their opinion directly to a business.
By registering on the social network, companies can receive information about the opinions of customers regarding their services or products and the quality delivered.
Assist Existing Customers
Brands can connect with their customers if they have any doubts about their product or are facing issues while operating it. Omnichannel analytics can help brands to solve the predicaments of their customers swiftly and with minimum hassle.
Showing Care and Support
People find it convenient to drop a text on social media platforms than to place a call to the support service of a company. With social media integration, companies can conduct consultations online, process objections, and reduce discontentment.
Omnichannel analytics provide for better data collection and analysis,
improved customer segmentation, and enhanced campaign designs and targeting.
It guides on how efficiently a brand can expand its scope and scale and provide lessons to improve it. Thus, it is paramount to invest in omnichannel marketing to further boost the customer satisfaction rate.
aura365 is an AI-powered omnichannel analytics tool to help you get a deeper data insight. Apart from regular text data, aura365 can analyze voice data as well, which makes it one of the best and unique omnichannel analytics tools. The AI engine helps you clearly understand the customer experience at each stage and at every touchpoint. Therefore, you can have a clear picture and deliver a more personalized customer support service that meets the customer’s actual expectations.
Experience the omnichannel analytics that helps you understand your customer and support service better.