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A Retailer’s Guide to Getting Omnichannel Customer Service Right

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This ebook offers insights into why an omnichannel customer service strategy is critical for retailers; how to take inventory of what you’re already doing for customer service and identify what’s still needed; tips for executing on your strategy once the people, processes, and systems are in place; and examples of brands that are leading the way—whose ideas you can borrow and try on for size—when it comes to providing an omnichannel customer experience.

Published in: Retail
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A Retailer’s Guide to Getting Omnichannel Customer Service Right

  1. 1. A Retailer’s Guide to Getting Omnichannel Customer Service Right
  2. 2. WHAT CUSTOMERS EXPECT Of customers think brands need to put more effort into providing a seamless customer service experience. 87%
  3. 3. WHYYOU NEED OMNICHANNEL CUSTOMER SERVICE Customer expectations have changed. It’s more important than ever for your brand to have a presence and to be available to shoppers in multiple channels, especially to bridge the in-store, web, and mobile experience. But that’s just the bare minimum.
  4. 4. WHYYOU NEED OMNICHANNEL CUSTOMER SERVICE Retailers need to be available to shoppers in multiple channels, especially to bridge the in- store, web, and mobile experience. KEY TAKEAWAY
  5. 5. WHAT CUSTOMERS EXPECT Of customers expect to receive real-time assistance regardless of the customer service channel they use. 64%
  6. 6. WHYYOU NEED OMNICHANNEL CUSTOMER SERVICE Customer service agents must be ready to answer questions whether they come via phone, live chat, tweet, FB messenger, email or in-person. KEY TAKEAWAY
  7. 7. PERFORMING A CUSTOMER SEVICE AUDIT Perform a customer service audit. Before you can overhaul your customer service program to meet the needs of omnichannel shoppers, you need to take stock of what you’re already doing.
  8. 8. PERFORMING A CUSTOMER SEVICE AUDIT • Which channels are currently available for customer support? What is the demand/volume for each channel? • Ae there other channels where your customers are engaging with you that you’re not using for support? • Do you have your customers’ permission to reach out to them using the data they’ve provided to you? • How have your customer service KPIs been trending? What’s working and what could be improved? • Do your support staff have all the tools they need to effectively do their jobs? • Are you customer service representatives trained properly? • Do you have enough people working in customer service? • What are the most common complaints your agents hear from customers?
  9. 9. PERFORMING A CUSTOMER SEVICE AUDIT People Process Systems Hiring the right people is the No. 1 factor in providing exceptional customer service. Developing a set of processes for your customer service team to follow makes their jobs easier and leads to better service. The right system should enable you to communicate data seamlessly between channels & scale as your business grows. 1 2 3
  10. 10. TIPS FOR TRANSFORMING YOUR CUSTOMER SERVICE - Be present in multiple channels - Respond quickly - Connect information between service channels - Evaluate performance and make improvements. 4 customer service tactics to employ:
  11. 11. WHAT CUSTOMERS EXPECT Of customers, on average, stay loyal to companies with extremely strong omnichannel customer engagement 89%
  12. 12. Let’s chat: mpalomares@zendesk.com

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