The rapid advancement of technology has given customers greater power in choosing how they access and purchase products. This goes beyond traditional stores to include other channels such as social media, websites, e-commerce platforms, and more. If businesses can effectively engage and satisfy customers across all these channels, this will become a significant competitive advantage—and vice versa. What businesses need now is a unified multichannel customer service solution that enhances the customer experience and turns customer service into a competitive advantage. So what is a unified multichannel customer care solution? What do businesses need to do? Find out in the following article!
What is unified multichannel customer care?
Omni-Channel Integrated Contact Center Solution: This solution unifies customer touchpoints such as stores, e-commerce platforms, integrated messaging, social media, email, etc., on a single customer service channel to provide a consistent brand experience, enabling customers to seamlessly switch between multiple channels. Customer lists are stored on the unified system, making it easy to identify customer needs and provide care when they return. This enables businesses to easily identify and categorize customers, including those who have interacted, made purchases, or have not yet purchased, as well as first-time interactions.
For example: Businesses are communicating on channels such as Facebook, Zalo, websites, and e-commerce platforms. When using unified multi-channel customer care, all interaction channels will be linked and managed through a single channel. Customer data is also stored on the same system, with clear attribution of the customer's origin channel. Businesses can then store customer information, categorize customers, and tag them so that when customers interact on a different channel, businesses can promptly address any previous questions or concerns without making customers repeat their questions or miss information.
What are the benefits of unified multichannel customer care?
It is clear that unified multichannel customer care will bring more benefits to businesses. We will classify these benefits as follows.
Increase customer satisfaction
By consolidating the database across all channels, customer information storage is also consolidated and becomes a shared resource. This allows businesses to remember customer needs, names, and contact history. As a result, if customers return, businesses can easily provide customer care. For repeat customers, businesses will not need to ask for address and phone number information again when finalizing orders.
Additionally, Accenture's statistics show that 89% consumers feel frustrated when they have to repeat their questions to multiple customer service representatives, demonstrating the importance of multi-channel customer care. It is precisely these small details in customer service that help them feel the brand's sophistication and leave a deeper impression, increasing their satisfaction.
Implement appropriate customer service campaigns combined with marketing
With consolidated multi-channel data, businesses can easily categorize each customer group for appropriate care and marketing activities.
– For first-time customers who are unsure about the price, businesses can organize discount programs for them to increase the closing rate.
– For customers who are uncertain about quality, businesses can organize appropriate marketing programs for them to evaluate product quality or remarketing to enhance their experience and encourage purchasing decisions.
– For customers who have made a purchase, after a period of time without repeat purchases, the business can send them thank-you gifts, etc.
All of these activities will remind customers of the brand more often, increase their interest and care, and impress them.
Easy management, cost reduction, increased profits
Multi-channel customer care helps manage customers more effectively by comprehensively recording customer behavior: collecting information from communication and exchange histories helps businesses better understand their customers, while analyzing user behavior from this database also helps them determine the best direction in selecting and strengthening appropriate marketing efforts for each specific customer segment. This establishes effective strategies to serve the needs of each specific customer group.
Strategies that hit the mark are synonymous with winning rates in closing deals and limiting resources within the business. This helps businesses minimize costs and increase revenue.
The inevitable trend of the future
With the rapid pace of technological development, can businesses anticipate how many channels will emerge to reach customers? As businesses expand, managing and caring for customers requires increasingly rigorous and professional approaches. Does individual customer care on each channel bring effectiveness, and can businesses control everything? Meanwhile, every day in Vietnam, more than 400 businesses are established and more than 70 businesses are waiting to be dissolved, and customers are ready to abandon businesses and products that do not bring them satisfaction.
Therefore, unified multi-channel customer service is something every business needs to implement – an inevitable trend for the future if businesses want to grow, expand, and increase their competitiveness in an increasingly volatile market.
See also: What is Omni-Channel? The optimal solution: Omni Channel integrated Contact Center.
