Providing better customer experience is a key objective for any business. It’s imperative for growth, and ultimately survival. But customer experience can be a tricky metric to prove ROI. Fortunately, implementing an omnichannel solution can help you cut costs, make savings, and increase revenue making it easy to build the business case for investment with a better customer experience being the icing on the cake.
Here are four ways the right omnichannel solution can generate revenue, all whilst delivering on customer experience:
1. Reducing the number of inbound calls for maximum savings
By offering webchat at the point of sale, or a number that customers can text into to receive a quick answer, you are reducing expensive phone calls. These average $15 per every interaction. These enquiries that could be answered instead in mere seconds, using other cheaper and more resourceful means. You could even automate responses or have a bot field common queries that could be passed onto a human agent, if required. Centralising and reducing the messages you are receiving (no matter the channel they come in on) to one place for your agents means they can quickly and efficiently respond to all customer enquiries. This will make the contact centre floor far more economical as a whole.
2. Efficiently directing comms to the right place – quickly
An effective omnichannel solution provides you with the ability to set up different teams for different purposes. For example, customer service and sales, or UK and US offices. But what it also does is empower your agents to quickly hand over these enquiries or conversations between teams, without losing any essential data. This way, you are rerouting communication speedily, and to the correct place, at the click of a button. And of course, more efficiency, equates to more cost-savings, as well as faster response times, delivering a better customer experience.
3. Segmenting and re-targeting using your data to create personalised and efficient comms
With so much centralised access to customer data, and the ability to personalise messages to your customer database with ease, your communications will be more efficient than ever. Every message you send will be relevant and appealing to the customer.
4. Reducing staff requirement and cut software seats
Improving the efficiency of your agents means you will require fewer agents than you anticipated as you grow. This generates savings on staffing costs, as well as pricey software seats to boot! The average improvement in agent handle time is 12.5% when switching from a traditional call centre to an omnichannel solution. That 12.5% is not only immediately banked with more business generation, but it can also be translated to fewer staff you need to hire, saving an additional 12.5% in hiring and salary costs!