The Impacts of a Multichannel Strategy on Customer Centricity

The Impacts of a Multichannel Strategy on Customer Centricity

Faith Ocampo Published on June 17, 2016Last updated on July 22, 2022

Customer centricity is an elusive goal for many contact centers, mainly because there are several smaller goals that must be targeted in order to achieve it.

As a whole, focusing on the customer means two things: first, brands need to gain a 360-degree view of the customer and second, they need to satisfy a large part, if not all, of their needs.

Customer support agent in call center using laptop

One of the best ways to do both is to implement a multichannel customer experience management strategy. By opening up several avenues for building customer relationships, call centers and brands can widen their reach. This means they can gather more data about customers and get to know them through several lenses.

The use of multiple customer service channels enables brands to be more agile as they respond to customer queries. One could say that a multichannel approach amplifies the voice of the customer, and this nurtures their loyalty to brands. Here are the impacts of a multichannel strategy on customer-centricity.

Letting Customers Use the Channels They Want

When customers reach out to you, they want not just easy transactions. They want speed, effective problem resolution strategies, and personal interactions. To fulfill these requirements, brands must start by providing the customers’ channel of choice.

Although launching a new customer support platform is relatively easy, the processes that come after aren’t. For one thing, you need to make sure that all channels are available 24/7.

The right call center agents must be assigned to the right channels, depending on their strengths and key skills. Managers must also consider the limitations of each platform so they can better resolve complaints.

Providing a Self-Service Platform

There’s an ongoing debate about whether customers really want a self-service platform. Regardless of this argument, however, the bottom line is that brands must expand the array of customer choices.

Certainly, there are people who prefer to first try to solve an issue on their own before directly getting in touch with a brand. For these particular customers, a self-service channel is definitely a must. However, you need to make sure that your self-service options are easy to use and fully functional.

Allowing Customers to Set the Tone of Interaction

young consumers using laptop smartphone tablet

When customers connect with you using a particular channel, they’re sending you a message that says, “This is the channel I prefer, and this is how I want to communicate with you.”

Therefore, as part of customer experience management, you should evaluate the strategies that work for most of your customers so you can focus on improving these particular touchpoints. This way, you can strive to always meet their expectations and make sure you’re hitting the right targets.

Lowering Customer Effort

The greatest service that every brand and call center do for customers is to make their lives easier. Customers just want simple and fast processes that effectively work—more than luxurious services.

By adopting a multichannel strategy, brands can get rid of the customer service bottlenecks that slow down problem resolution. However, to do this, you need to streamline your processes and match the customers’ issues with the platform that’s most appropriate for solving them.

This is where outsourcing to a trusted, multichannel call center like Open Access BPO comes in handy.

Building Better Relationships

As previously stated, multiple channels amplify the voice of the customer. When you listen to your customers, or better yet, when you give them a platform to air their concerns, they feel more empowered. This contributes to better and stronger customer relationships.

Start your journey towards effective customer-centricity when you partner with Open Access BPO’s call centers in the Philippines, USA, Taiwan, and China.

 

Read More

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
Open Access BPO2 days ago
The holiday season is one of the busiest times for most businesses and deal-seeking consumers.

Between the onslaught of online shoppers, the potential issues you might run into, and possible internal concerns, is your brand ready to handle the holiday rush?

Here's how outsourcing can ensure a satisfying #CustomerExperience during the holidays: https://buff.ly/3XTgDzB

-
-
• How a 24/7 Call Center Handles a High Call Volume During the Holidays
https://buff.ly/3B9bkCq

• Outsourcing to Beat the eCommerce Holiday Shopping Rush
https://buff.ly/3FqlDEC

• UI Tune-Up: A Customer Service Must-Do for the Holidays
https://buff.ly/3XYPiMj

• 5 Ways to Boost Customer Satisfaction This Holiday Season
https://buff.ly/3FooIoE

• 4 Major Flops that Could Happen Over the Holidays
https://buff.ly/3FmdfWL

• How Can Philippine Call Centers Motivate Agents After the Holidays?
https://buff.ly/3XOlmmd

• Top Five Business Tasks To Outsource During The Holiday Season | via Forbes
https://buff.ly/3B9bkSW

----------
Partner with a #multilingual #CX expert trusted by global brands for their 24/7 support: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#ecommerce #OnllineRetail
#OnlineShopping #HolidayShopping
#CustomerSupport #CustomerService
Open Access BPO
Open Access BPO6 days ago
If you think it has become harder to make your customers happy these past couple of decades, you're right.

Here are the 5 reasons why making customers happy—and keeping them that way—has become an even more demanding task: https://buff.ly/3APNZFN

----------
Start improving your customer retention and brand loyalty: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #CustomerService
#CX #CustomerExperience
Open Access BPO
Open Access BPO1 week ago
#BlackFriday and #CyberMonday are the biggest holiday shopping events in the US, with millions of consumers eagerly waiting to snatch up season-exclusive discounts and special deals.

To provide the best #OnlineShopping experience possible, #ecommerce brands and their outsourced support teams spend months devising #CustomerSupport strategies.

Here are a few notable stats about these shopping holidays.

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO2 weeks ago
Employee self-care is everyone's personal responsibility. Ensuring it involves maintaining health and wellbeing, enabling employees to prevent and manage work-related stress.

Here are helpful ways to ensure employee self-care: https://buff.ly/3EDhOdP

----------
We empower our employees to create #CustomerExperiences for your customers. Outsource with us: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#EmployeeManagement
Open Access BPO
Open Access BPO2 weeks ago
Employee self-care is everyone's personal responsibility. Ensuring it involves maintaining health and wellbeing and enables employees to prevent and manage work-related stress.

Here are helpful ways to ensure employee self-care: https://buff.ly/3EDhOdP

----------
We empower our employees to create #CustomerExperiences for your customers. Outsource with us: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#EmployeeManagement
Open Access BPO
Open Access BPO2 weeks ago
The feedback you give your agents must be based on a set of carefully thought-out standardized rubrics. Otherwise, your evaluation will not only become vague and misguided, will also be questionable since it's highly subjective.

Here are some key areas to include on your call monitoring criteria: https://buff.ly/3XpZgpR

----------
Partner with an expert #CustomerService provider and you elevate the brand experience: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CSat #CustomerSupport
#CustomerExperience
Open Access BPO