Omnichannel Engagement Best Practices
Six Ways to Make It Happen
In most cases, the difference between ordinary and an exceptional experience lies with the ability to engage customers on their terms and provide consistent, meaningful journeys across all engagement channels.
There are six factors to consider when deciding which channel to deploy next:
1 What types of interactions are needed? What problems are your customers trying to solve?
2 What is your customer segmentation? You must know the value of each customer segment and understand what they need when it comes to their overall experience with your company. You should also consider any regional variances.
3 Consider the entire customer journey for each segment and spend time engaged in mapping —from customer acquisition through support and resale.
4 Evaluate existing channels and infrastructure, and learn how each relates to your customer experience strategy, including routing, reporting and artificial intelligence (AI).
5 Consider staffing needs, including automating simple tasks to increase efficiency across channels. Not all agents can manage every interaction type.
6 Evaluate mobile messaging as an engagement channel. Demographics are changing—you need to be ready. You’ll also gain value from greater efficiencies and elevated brand perception that mobile messaging service and support will bring.