Hitting the Reset Button on Omni-channel Customer Service

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Top Takeaways:

• Omnichannels today are more of a mindset than a definable term. It’s about being wherever a prospective customer is. Omni can be synonymous with multi, meaning there are multiple ways customers can connect with a company.
• It is crucial for a company to be on as many channels as possible in order to be easily accessible to its customers.
• The big difference between marketing and customer service is that marketing is looking to give messages, whereas customer service needs to be ready to receive messages. It’s a company’s responsibility to know how their customers want to reach them.
• A practical thing that companies can do when it comes to channels, is to stop thinking about channels. Reject the assumption that omnichannel is a list of features. It is simply a concept.
• Let the customer define what the perfect experience is. It doesn’t matter how you think your customers want to reach you. It’s what they want that matters.
• Find technology that fits what you need rather than trying to mold your company to a certain technology.

About:

Murph Krajewski is VP of Marketing at Sharpen, a cloud-based contact center platform. He has been in the contact center industry for nearly 20 years, in a variety of roles. These days, Murph is focused on creating better experiences for contact center agents.

Shep Hyken is a customer service and experience expert, “New York Times” best-selling author, award-winning keynote speaker, and your host of Amazing Business Radio.

“Your customers want to feel comfortable and known. Support them in a way that makes them feel both.” – Murph Krajewski

This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:

1. Where are my customers looking to get help from me?
2. How are my customers trying to contact me for customer service and support?
3. How can I know what channels my customers are on?
4. How can I know what channels my company needs to be on?