5 Signs your omnichannel customer support strategy is failing

Faith Ocampo Published on January 19, 2017

businessman hands holding carrying crumpled paper

An omnichannel customer service strategy allows brands to connect with their clientele in better ways, but are you sure you’re doing it right?

Technology management—the set of management principles that integrates tech resources to create an innovative process—will never be an easy task. That’s why many business leaders struggle with implementing a flawless omnichannel approach. What serve as the backbone of this tech-driven customer support strategy are a comprehensive blueprint (plus several contingency plans) and a highly skilled team.
Done correctly, this approach can help you boost revenues and increase consumers’ loyalty. Being present in multiple channels at once lets you open more avenues for customer interactions, allowing you to build a tightly-knit consumer community.
Once this strategy fails, however, the consequences can be difficult to manage. Watch out for these five warning signs that your omnichannel operations aren’t working.
 

1.     You get too many recurring complaints.

panicking man with red hanging landline telephones in background

Often, these complaints will be about your customer service channels—a malfunctioning self-service database, a faulty live chat tab, or contact forms that don’t work. All these can slow down your operations and dampen the customer experience.

Pay attention to the types of complaints you’re getting. Your call center reps, with the aid of your interactive voice response system, should be able to categorize the issues your customers raise. This way, you’d be able to identify if your clients are having difficulties with your support channels.

 

2.     Customers are abandoning their transactions.

annoyed businessman hanging up landline phone

One of the main purposes of an omnichannel strategy is to help ease potential buyers into the purchasing phase in the fastest and easiest way possible. For example, it’s crucial for ecommerce sites to provide customers quick access to support as they browse your products via the web. Some online retailers integrate a live chat option into their website, while others place social media buttons on the bottom of every webpage. You have to make sure that all these links are working so potential buyers can reach you in case they run into a problem. Otherwise, they’ll end up abandoning their shopping carts and moving on to a competing shopping site.

 

3.     Your contact center reps are stressed out.

call center customer service worker headache stressed out

Is your team’s productivity dropping? Are you noticing more absences and tardiness among your call center reps? These may be signs that they’re overly stressed out and that you need to intervene.

If you’ve just implemented an omnichannel strategy, you need to give your agents some time to familiarize themselves with the changes in your internal processes. However, if they’ve been having a tough time coping with the updates for quite some time, it might mean that your multichannel operations are disjointed or disorganized.

To fix this, ask your agents for suggestions on how to streamline your functions so they can perform their tasks more efficiently. Often, a powerful customer relationship management (CRM) tool can do the trick, as it lets agents perform several different tasks at once. Through this program, they can monitor conversations that take place across different devices and keep track of customers’ full transaction history.

 

4.     Your company departments are blaming one another.

angry office coworkers in a stare down

To make your omnichannel customer support strategy work, your front and back offices must be well-integrated. Resources must be accessible by all employees, and teams must be able to communicate with one another easily. This way, everyone can retrieve the information they need to solve customer issues.

However, if your company’s departments are blaming one another for performance drops or process delays, investigate the root causes of these conflicts right away. They could point you to alarming problems that could negatively affect your call center operations.

 

5.     You still don’t understand your customers.

confused call center rep

Brands that implement an omnichannel strategy gain more opportunities to get to know their customers. Every platform they use can be a rich source of consumer insights. The challenge for organizations, therefore, is to collect and analyze these data so they can truly understand their customers. This way, they can discover people’s preferences and craft strategies that fit their needs.

If there’s still a huge gap between you and your target market, it’s a tell-tale sign that you’re not maximizing the data you’ve gathered from your communication channels. This prevents you from building a better customer experience.

 
 

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
Join us on facebook
Open Access BPO 3 hours ago
Promoting #CallCenter agents to leadership roles is crucial for both talent development and ensuring a consistent #CustomerExperience.

Structured training programs are the bedrock for building the skills that enable these new leaders to effectively oversee their teams.

Let's discuss how to infuse these key points into a future leader's workplace persona: https://buff.ly/uD7ouM6

——————————
Partner with an #outsourcing firm that finds a way to leverage accents and multilingualism to deliver excellent #CX.

Outsource your business needs to Open Access BPO's expert team, supporting over 30 languages.

Contact us today.
Let's start planning your ops: https://buff.ly/n3TzYaF

#WeSpeakYourLanguage
Open Access BPO Yesterday
Boosting agent #productivity and #satisfaction is a critical strategy for increasing efficiency in #CallCenters.

A positive work environment leads to more engaged employees, which in turn improves #CustomerService and retention.

A highly engaged and motivated workforce is essential for providing excellent #CustomerService and retaining top talent.

Check out these 5 tips to boost #EmployeeEngagement and productivity in #ContactCenters: https://buff.ly/ba5Mx36

——————————
See how Open Access BPO's dedication to employee training, engagement, and a diverse culture helps us deliver a superior #CustomerExperience: https://buff.ly/uTdQH3D

#WeSpeakYourLanguage
#CSat #CustomerSupport #CX
#CustomerSatisfaction #CSat
#EmployeeManagement
Open Access BPO 2 days ago
Open Access BPO is taking a big step towards a healthier workplace with a new program designed to help employees build lasting, healthy habits.

The multilingual call center's initiative focuses on holistic wellness practices that are perfectly suited for the #BPO environment, including physical fitness, nutrition, and stress management.

See how we're revolutionizing employee wellness: https://buff.ly/dXBijx5

——————————
The success of our team is our top priority, and that dedication is reflected in the results we deliver for our clients.
We believe that a happy and healthy workforce is the best foundation for a successful partnership.

Looking for an outsourcing partner that's invested in both its people and your brand? Let's talk: https://buff.ly/n3TzYaF

#WeSpeakYourLanguage
#OneForHealth #oabpoSHIFT
#IdeaHubOABPO #EmployeeWellness
#WellbeingAtWork #EmployeeEngagement
Open Access BPO 3 days ago
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗣𝗿𝗶𝗼𝗿𝗶𝘁𝗶𝘇𝗲𝘀 𝗘𝗺𝗽𝗹𝗼𝘆𝗲𝗲 𝗪𝗲𝗹𝗹𝗻𝗲𝘀𝘀 𝘄𝗶𝘁𝗵 𝗡𝗲𝘄 𝗟𝗶𝗳𝗲𝘀𝘁𝘆𝗹𝗲 𝗠𝗼𝗱𝗶𝗳𝗶𝗰𝗮𝘁𝗶𝗼𝗻 𝗜𝗻𝗶𝘁𝗶𝗮𝘁𝗶𝘃𝗲

Multilingual call center 𝐎𝐩𝐞𝐧 𝐀𝐜𝐜𝐞𝐬𝐬 𝐁𝐏𝐎 has launched its largest employee wellness program, 𝗦𝗛𝗜𝗙𝗧: 𝗔𝗻 𝗢𝗔𝗕𝗣𝗢 𝗟𝗶𝗳𝗲𝘀𝘁𝘆𝗹𝗲 𝗠𝗼𝗱𝗶𝗳𝗶𝗰𝗮𝘁𝗶𝗼𝗻 𝗣𝗿𝗼𝗴𝗿𝗮𝗺.

The three-month program was launched July 30 at the company's Robinsons Summit Center HQ in Makati, with a live stream to its Davao and work-from-home teams. According to Senior Director Nate Martinez, SHIFT focuses on a holistic approach to fitness and nutrition to promote lasting lifestyle changes.

The initiative, which stands for 𝐒𝘂𝘀𝘁𝗮𝗶𝗻𝗮𝗯𝗹𝗲 𝐇𝗲𝗮𝗹𝘁𝗵 𝗮𝗻𝗱 𝐈𝗻𝘁𝗲𝗴𝗿𝗮𝘁𝗲𝗱 𝐅𝗶𝘁𝗻𝗲𝘀𝘀 𝐓𝗿𝗮𝗻𝘀𝗳𝗼𝗿𝗺𝗮𝘁𝗶𝗼𝗻, aims to help employees in the business process outsourcing (BPO) industry build healthier, sustainable habits.

Company Nurse Princess Ann Louisse Pascual provided a detailed overview of the program, emphasizing its goal of long-term wellness rather than just short-term fitness goals. Nurse Supervisor Shania Semper also highlighted the importance of health and wellness within the BPO industry.

The company anticipates this investment in wellness will lead to a more productive, engaged, and healthier workforce.

This initiative is a testament to the company's commitment to building a supportive, people-first culture, with the goal of fostering improved employee well-being, morale, and overall performance.

#WeSpeakYourLanguage
#OneForHealth #WorkLifeBalance
#MentalHealthMatters #IdeaHubOABPO
#EmployeeWellness #WellbeingAtWork
Open Access BPO 4 days ago
Excellent #CustomerService is built on #EmployeeSatisfaction.

And to improve the #CallCenter agent experience, you must give your #CX reps a reason to be proud—
• of their work, and
• of the company that trusts them to do it.

𝗦𝗶𝗺𝗽𝗹𝘆 𝗽𝘂𝘁, 𝗶𝘁'𝘀 𝗮𝗹𝗹 𝗮𝗯𝗼𝘂𝘁 𝘁𝗮𝗸𝗶𝗻𝗴 𝗰𝗮𝗿𝗲 𝗼𝗳 𝘆𝗼𝘂𝗿 𝗲𝗺𝗽𝗹𝗼𝘆𝗲𝗲𝘀.
Here are some reasons why you should improve the #EmployeeExperience:
https://buff.ly/GVukltY

——————————
Great #CustomerSupport starts with a great team.
Learn how our services can help you create an exceptional agent experience, and in turn, a better experience for your customers.

Get access to empowered customer service experts to frontline your programs: https://buff.ly/n3TzYaF

#WeSpeakYourLanguage
#CustomerExperience #CallCenterAgent
#CallCenterAgentExperience #AgentSatisfaction
#EmployeeManagement #EmployeeEngagement
Open Access BPO 14 days ago
Driving excellent #CustomerExperience hinges on the diverse perspectives within your team.

Cultivating a culturally competent environment not only enriches your workforce but directly translates to superior service for a global customer base.

Join us as we discuss how #diversity elevates #CX!
Dive deeper into our insights and share your thoughts: https://buff.ly/fqcGUQK

——————————
Partner with a team that values and leverages diversity for outstanding results.

Contact us today to discuss your outsourcing needs: https://buff.ly/fNfWbTE

#WeSpeakYourLanguage
#CulturalDiversity #EmployeeManagement
#DiversityManagement #CustomerSuccess