Business Process Outsourcing (BPO) Companies in the Philippines is continuously growing. As the competition becoming fiercer, even in other industries, companies are working hard to formulate strategies for their prospects. One of the main and recent subject in the business buzz is Omnichannel Marketing.
If you haven’t heard of Omnichannel Marketing, check out our notes here. Now, we will focus on making Omnichannel Marketing a must-do strategy when it comes to customer service.
1. Create a Detailed Work Plan
The saying “if you fail to plan, you plan to fail,” never gets old.
Executing an omnichannel strategy requires rigorous planning, setting of objectives and coordination. Since we will be dealing with all channels, this must be planned well. No channel should be left behind.
Always keep in mind that every touchpoint of the buying journey has to be a good experience and it should be consistent all throughout.
Also, planning includes the assessment and evaluation of the past and present ways of the company. If there’s anything that should be changed or altered, it should be done.
For the team to fully work, a detailed plan where everyone can see, update and track activities is a must.
2. Invest in Optimization and Integration
The tools and platforms of connecting with customers are becoming more diverse because of modernization. Texts and phone calls aren’t the only way to reach out. And it is time to integrate other ways like websites, mobile applications and such for better customer experience. If the company already has these platforms, make sure it is optimized and upgraded from time to time and tailored according to customer needs and individuality.
This might break the bank, but it will be a worthy investment. It will serve as proof that the company is staying strong in the competitive market.
3. Go Mobile!
You might want to read this blog on our dependence on mobile apps.
Yes, creating a mobile application is one thing. But also, companies have to make sure that other platforms are mobile-friendly.
According to the research by SuperOffice, 90% of customers said that their customer experience in mobile was negative and it is because of a poor mobile engagement or app optimization. And the same research also concluded that 52% said that poor mobile experience makes them less interested to transact again with the company.
And, who doesn’t have a mobile phone, right?
4. Optimize Social Media
It is not enough that you have accounts on Facebook, Twitter, Instagram, and LinkedIn. It has to be optimized.
Optimization means it has to be active with updates, posts, and content. And when a customer inquires in any of these, he/she must be answered right away. SuperOffice said that 89% of customers don’t like repeating their queries. So, don’t miss out.
Many companies use chatbot services so they can still respond if they are not available.
5. Consider Integrating Live Chat Support
Websites are an effective way for the products and the company itself to be easily reached out by customers. But sometimes, its content and FAQs are not enough. This where Live Chat Support enters the scene.
Live Chat Support usually pops out when a customer opens a website. It is to help the customer if he\she have any concerns. No waiting and long responses, it is here just like a salesperson ready to assist you.
Forrester said that 63% of visitors are more likely to revisit the site if it has Live Chat Support.
Through attentive Live Chat Support, the customer will be guided thoroughly, and it is essential in an omnichannel strategy since it is also a touchpoint in a buyer’s journey.
A simple inconvenience can turn-off any customer, that is why it is important to carefully plan and execute everything. Omnichannel marketing strategy is indeed a tedious strategy, but when implemented right, it can definitely increase the company’s ROI. let’s end this with a quote from Steve Jobs; “You’ve got to start with the customer experience and work back toward the technology.”