Omnichannel customer service is a growing need for companies and brands. There are a lot of different devices and digital touchpoints where customers and clients might encounter your name. Having inconsistent messaging, experiences, or graphics may cost you customers, reputation, and more.
Providing a consistent customer experience across all channels improves the chances that a potential client will have positive associations with your brand. A consistent message means that viewers won’t be confused about what it is you offer or why it is valuable.
So how do you create a seamless and unified brand experience? What advice should you follow in order to deliver a strong omnichannel customer service experience?
Forbes asked these very questions to a group of experts, among them Glance Network’s VP of Marketing, Holly Chessman.
Streamline the move from self service to assisted service
Here’s what Holly had to say about the matter:
Bots and AI are great. However, there often comes a time when automation isn’t enough, like during a complex financial- or healthcare-related situation. At that point, you need to make the transition, from self-service to assistance from a human being, a streamlined experience. Phone numbers should be easy to find (or provided by bots) and knowledgeable employees should be at the ready to help out.
Adding cobrowsing to the experience helps even more, adding clarity to conversations and making it easy for employees to guide customers to success.
Deliver strong omnichannel customer service
Want to discover what the other experts had to say about the matter? Check out the complete article on Forbes: Omnichannel Marketing: How to Deliver Consistency and Strong Customer Service.
Ready to find out how you can benefit from adding visual engagement tools to provide a consistent and strong omnichannel customer experience?
About Glance Networks
Glance helps enterprise organizations create the ultimate customer experience with smart, omni-channel visual engagement solutions based around integrated cobrowse, screen share, and one-way agent video. We are one of the world’s simplest, most reliable and secure platforms that enable companies to see, show and share anything online, creating a frictionless path to great experiences in sales, support and customer service. The result is improved customer satisfaction and loyalty, increased revenue growth and operational savings. From financial services and healthcare to retail and travel and leisure, even the most advanced technology and SaaS organizations – we transform the customer experience for today’s business. Learn More »