The Impacts of a Multichannel Strategy on Customer Centricity

Faith Ocampo Published on June 17, 2016 Last 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 workโ€”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 5 days ago
Aside from the location advantage, the ๐๐ก๐ข๐ฅ๐ข๐ฉ๐ฉ๐ข๐ง๐ž๐ฌ ๐ญ๐ก๐ž ๐ฆ๐จ๐ฌ๐ญ ๐ฅ๐ฎ๐œ๐ซ๐š๐ญ๐ข๐ฏ๐ž ๐๐ž๐ฌ๐ญ๐ข๐ง๐š๐ญ๐ข๐จ๐ง ๐Ÿ๐จ๐ซ ๐ฆ๐ฎ๐ฅ๐ญ๐ข๐ฅ๐ข๐ง๐ ๐ฎ๐š๐ฅ ๐œ๐š๐ฅ๐ฅ ๐œ๐ž๐ง๐ญ๐ž๐ซ ๐ฌ๐ž๐ซ๐ฏ๐ข๐œ๐ž๐ฌ in Southeast Asia because of these Filipino qualities:
โ€ข neutral accent;
โ€ข multilingual proficiency;
โ€ข dedicated work ethics;
โ€ข resilience and adaptability; and
โ€ข close affinity with Western cultures.

Read: https://buff.ly/47sGAKD

----------
Partner with a #CallCenter with strong #CustomerExperience expertise: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #CustomerService
#CustomerSatisfaction #CSat #CX
Open Access BPO 5 days ago
๐—™๐—ผ๐—ฟ๐—ฒ๐—ฐ๐—ฎ๐˜€๐˜๐—ถ๐—ป๐—ด ๐—ฎ๐—ฐ๐—ฐ๐˜‚๐—ฟ๐—ฎ๐—ฐ๐˜† is a valuable metric to determine the challenges your #CustomerSupport team will face.
It allows you to manage your team and distribute the workload accordingly, paving the way for an efficient operational output.

Read: https://buff.ly/3R0VCk2

----------
Effective employee and ops management ensure high #productivity for optimal 24/7 coverage.

So, only partner with an #outsourcing specialist with robust and foolproof ops strategies that will make your brand soar: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerExperience #CustomerService
Open Access BPO 6 days ago
Creating culturally diverse teams in #CallCenters is not just a moral imperative but a strategic advantage.

Here are 6 more compelling reasons for ensuring #CulturalDiversity in the workplace: https://buff.ly/3MYaCO6

----------
Choose an #outsourcing partner with diverse teams and cultures:
OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#diversity #inclusitivity
Open Access BPO 6 days ago
This expansion is a strategic move that signifies a major milestone in ๐—ข๐—ฝ๐—ฒ๐—ป ๐—”๐—ฐ๐—ฐ๐—ฒ๐˜€๐˜€ ๐—•๐—ฃ๐—ข's continuous growth and dedication to serving its expanding international clientele.

It enhances the company's capacity to manage additional programs, grow its teams, and create job opportunities for Davao-based

more via KRON 4 News
https://buff.ly/3sVKUD7
Open Access BPO 7 days ago
๐€๐ซ๐ž ๐ก๐ฎ๐ฆ๐š๐ง ๐œ๐จ๐ง๐ญ๐ž๐ง๐ญ ๐ฆ๐จ๐๐ž๐ซ๐š๐ญ๐จ๐ซ๐ฌ ๐ฌ๐ญ๐ข๐ฅ๐ฅ ๐ง๐ž๐œ๐ž๐ฌ๐ฌ๐š๐ซ๐ฒ ๐ข๐ง ๐ญ๐ก๐ž ๐ฆ๐ข๐๐ฌ๐ญ ๐จ๐Ÿ ๐š๐ฅ๐ ๐จ๐ซ๐ข๐ญ๐ก๐ฆ-๐ฉ๐จ๐ฐ๐ž๐ซ๐ž๐ ๐๐ข๐ ๐ข๐ญ๐š๐ฅ #๐‚๐จ๐ง๐ญ๐ž๐ง๐ญ๐Œ๐จ๐๐ž๐ซ๐š๐ญ๐ข๐จ๐ง ๐ญ๐จ๐จ๐ฅ๐ฌ.

It's humans vs algorithm in this blog post! Read all about it now: https://buff.ly/3uybgeN

----------
Outsource content moderation and other business or knowledge process needs: buff.ly/3sJxKJl

#WeSpeakYourLanguage
Open Access BPO 7 days ago
#CallCenter Team Leaders drive progress and ensure exceptional #CustomerExperience.

Want to unlock the secrets to becoming an extraordinary leader for your team?

Here are the 5 biggest enemies of great leadership, along with a few tips on how to be a good leader: https://buff.ly/3G7P2Dc

----------
Partner with Open Access BPO. We have great call center agents and team leaders to guarantee your brand's growth: https://buff.ly/47MoEKX

#WeSpeakYourLanguage
Open Access BPO