The goal of omnichannel customer service is to deliver a consistent, seamless experience across multiple channels. Customers can interact with your company using their preferred channels of choice, seamlessly switching between channels without losing context or having to repeat information. While the concept of omnichannel has been around for a while, many contact centers still struggle to implement it effectively.

So why are contact centers still using a 1990s customer service strategy with omnichannel? Here are some possible reasons: 

1. Lack of new technology investment:

Many contact centers are still using legacy systems and technologies that were designed for phone-based customer service. These systems are often incompatible with modern channels and cannot integrate with newer technologies like AI-powered chatbots and automation tools.

2. Siloed customer service teams:

Many contact centers still operate in silos, with separate teams handling phone, email, chat, and social media inquiries. This approach can lead to disjointed customer experiences, with customers having to repeat information or receive inconsistent responses across channels.

3. Resistance to change:

Some contact center managers may be hesitant to adopt new technologies and strategies, particularly if they have been using the same processes for many years. This resistance to change can be driven by a fear of disrupting existing operations or a lack of understanding of the benefits of new technologies.

4. Limited resources:

Smaller contact centers may have limited resources to invest in new technologies or hire additional staff to manage omnichannel customer service. This can make it difficult to provide seamless and consistent experiences across multiple channels.

While these reasons may explain why contact centers may still be employing a 1990s customer service strategy, it’s important to note that it’s no longer an effective customer-centric approach – and risk losing customers to competitors.

Here’s why you should fully deploy an omnichannel strategy with your omnichannel platform

• Improved Customer Satisfaction: An omnichannel platform enable your organization to provide a seamless and consistent experience across all channels, which can improve customer satisfaction and loyalty. By providing customers with a seamless and personalized experience, you can differentiate yourself from competitors and build long-term relationships.
• Increased Efficiency: An omnichannel platform can help your contact center streamline customer service processes, reducing response times and improving productivity. By centralizing customer data and enabling real-time access, you can reduce the time and effort required to resolve customer inquiries and issues.
• Reduced Costs: An omnichannel platform can help your company reduce costs by automating routine tasks and enabling agents to handle multiple inquiries simultaneously. By reducing the need for human intervention, your contact center can reduce the number of agents required and lower their labor costs.
• Better Data Insights: An omnichannel platform can provide better data insights, enabling you to identify trends and patterns in customer behavior. By analyzing customer data across multiple channels, your company can identify areas for improvement and optimize customer service processes.

A lasting Return on Investment (ROI)

The ROI of an omnichannel platform can be significant, with companies experiencing improvements in customer satisfaction, efficiency, and cost savings. According to a study by Aberdeen Group, companies that implement an omnichannel strategy see an average 91% greater year-over-year increase in customer retention rates compared to companies that don’t.

In addition to improving customer satisfaction and retention rates, an omnichannel platform can also help companies reduce costs. By automating routine tasks and enabling agents to handle multiple inquiries simultaneously, companies can reduce the number of agents required, leading to significant cost savings.

Work with Inoria to see how omnichannel can get you out of the 1990s.