What is Integrated Omnichannel Support?

When it comes to providing your customers with extraordinary support, they need to reach you in more places than a 1-800 phone number.

That, in essence, is what we mean when we talk about Omnichannel support.

Omnichannel support lets you meet your customers in multiple ways.

Sometimes support teams have an omnichannel support strategy in place; however, we’ll often see that they also have those channels siloed. Your call-center team could have data in one place, while your inbound web chat team could have data in another place. This is sometimes referred to as “multi-channel support” since you have multiple channels, but they are not all connected. Integrated omnichannel support connects all these different channels and conversations together.

When support teams have to switch between multiple solutions, it can easily hurt their ability to provide resolutions in a timely manner.

The good news is that if you offer multiple ways for customers to get in touch with you, you are already ahead of the curve!

“77% of companies say they do have an omnichannel approach; however, 67% of companies agree that there is a data disconnect when integrating their data collection tools.”(Aberdeen Group)

Without an integrated omnichannel approach to support, you may find yourself experiencing one of the most significant gaps in a customer experience strategy.

To meet your customers anywhere, you must be omnichannel and have an integrated support solution.

Having an integrated omnichannel support solution means:

1. Your service is consistent.

2. Your agents do not switch between solutions.

3. You are giving customers what they want, a better overall experience with you!

View this infographic below to learn more about the benefits of an integrated omnichannel support strategy.

Are you looking to learn more about omnichannel support? We are happy to help. Contact us today.

By Luke Richmond, Director of Global Professional Services

Luke Richmond holds extensive experience in business analysis, consulting, change management, and project management across CRM and ERP implementations. With a proven track record supporting complex software initiatives, he combines his technical expertise with a people-first approach to deliver impactful results.