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How to Improve Your Customer Service Using an Omnichnalle Approach | MarketBox

How to Improve Your Customer Service Using an Omnichannel Approach

As a service business owner, your main goal should be to satisfy your customers. In a world where people have many options, this would help you stand out. Many business owners focus on the wrong thing: getting new customers. But as research has shown, it costs more to get a new buyer than to keep an old one.

Keeping your customers happy is not as easy as it sounds. Most businesses think they are doing a good job, but only a few customers agree. In this article, we will look at some crucial customer service systems. These systems are multichannel and omnichannel solutions.

Let us look at the meaning of these words and how we can use them for excellent customer service. Our primary focus will be on the omnichannel call center.

Image Credits: Pexels

What is Multi-Channel Solution?

Most businesses have many channels through which customers can reach them. For example, you may see a product on social media and place an order on the website. When you have a problem, you reach out via email.

All these channels work together to form a multi-channel solution. In simple terms, multi-channel solutions mean using multiple channels to reach customers.

In the traditional sense, the channels work independently and are not connected. A multi-channel approach aims to get more customers to engage with your product or service.

An excellent multi-channel solution is a call center. This kind of call center helps reach out to customers using different channels.

What is an Omnichannel Solution?

The omnichannel solution uses many channels, like multi-channel. The difference between them is what they focus on. Omni-channel solution means using many channels to provide a good customer experience.

Say you were going through Facebook, and you saw an ad. You clicked on the link and added some items to the cart but didn't check out. Later in the day, you might receive an email prompt to complete your purchase.

The brand has used many channels to help with your buying journey. However, this method was tailored to you personally. This way, you could start on one channel and finish on another.

This is a basic example, but it shows how omnichannel works. But, of course, omnichannel solutions are much deeper than this.

Like with multichannel solutions, there are omnichannel call centers. These call centers help provide a seamless customer experience through many channels.

Let's say you need some support from a brand you patronized recently. So you go to their website and start a live chat. You explain your issues to the person or bot on the other end during this live chat.

While doing this, you realize a call would be faster. So you decide to call an agent. In an omnichannel contact center, the agent would have access to the transcript of your live chat. 

This system is excellent for customer service. It saves time and makes it easy for the buyer to do business with you.

Difference between Multichannel and Omnichannel call center

Both contact centers seem the same at first glance, but they are not. The significant difference between them is the focus of their outreach.

Multichannel contact centers aim to get customers to engage with their products. In addition, omnichannel contact centers aim to provide customers with a great buying experience.

Multichannel contact centers reach out to customers with channels that are not connected. For example, they could reach out with ads on Facebook, newsletters, etc. . These channels are not connected with the particular customer and their experience.

On the other hand, omnichannel links all channels together. These channels are connected to you and your particular experience, so if you start a process on one channel, you can receive prompts to continue on another.

Let us go through the benefits of using an omnichannel cloud contact center.

4 Benefits of Using an Omnichannel Cloud Contact Centre

When done right, an omnichannel contact center can help you build a loyal customer base.

Omnichannel communication methods vary from company to company. Some companies have software with more features than others. However, most of these benefits apply to all companies that use an omnichannel contact center in any form.

Here are some of the benefits of using this kind of contact center for customer service:

1. It Allows for Integration between Channels

As mentioned above, customers can start an inquiry with one channel and end with another. Omnichannel contact centers ensure that these integrations are seamless for agents too.

On an omnichannel contact center, you have access to all channels. So you can see how customers relate to one channel and use that information in another channel.

2. It Provides Seamless Connections Between Agents

Omnichannel contact centers provide agents with the same customer data in real-time. Why is this important? This is because customers like it when their issues are sorted out quickly, and they don't have to start from the beginning with every agent they interact with.

Giving all agents access to essential customer data in real-time means different agents can work to generate solutions quickly.   

3. It Helps with Quick Routing

Most companies are set up with different departments to handle different issues. So when a customer has a problem, they are routed to the department that can deal with that issue.

This way, customers don't have to wait long for agents to transfer them. In addition, routing is automated, so customers are transferred to the unit without human intervention.

This reduces customer waiting time and improves customer satisfaction.

4. They Provide Good Analytics

Customer service analytics is critical in learning how satisfied your customers are. With the correct data, you can determine your customers' problems. You can also tell what customers like so you can do more of it.

Omnichannel cloud contact centers provide good analytics on your service dashboard. In addition, they make it easy to supervise your agents and fine-tune your approach.


Multichannel and Omnichannel solutions though similar, are not the same. Omnichannel solutions work better for customer service and have many benefits.

You can improve your customer service significantly with the right omnichannel contact center. As a result, you will keep more customers and save your business more money.

As a service business owner, your main goal should be to satisfy your customers. In a world where people have many options, this would help you stand out.

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