3. Omnichannel customer service

Omnichannel marketing has been an ever-growing concept as brands look to increase their presence on digital channels and social media platforms. From a digital experience perspective, however, omnichannel customer service will be important given the explosion of remote work in the last few months and the distribution of teams.

Victoria Taylor of Traktion.ai explains:

“Customer success at its core is about building a lasting relationship with your client, to ensure they are achieving their desired outcomes whilst using your service/product. In 2020, we’ve seen unprecedented numbers of organisations forced to work remotely. Remote working presents itself numerous challenges in ensuring an optimal customer experience. In 2021 and beyond, brands need to focus on ensuring their distributed departments, teams and functions can effectively communicate and work together to share data about how their customers are using their services.”

While the customer experience may be more distributed from your end as a brand, that doesn’t mean customers will lower their expectations. According to Gavin Hirst of Digital Hothouse:

As customers spend more time online, they will expect more from businesses, and there will be an expectation to have a consistent voice across all platforms. This is becoming an expectation for customers rather than a ‘nice to have’. Whether you are interacting with customers on Twitter, email, phone, or they are browsing your website, you need to deliver a consistent experience.”

What to do:

Creating an omnichannel customer experience starts with the tools at your disposal. You’ll need to utilize a CRM system to help you organize your customer information in one central place and allow you to act on it.

But, the backbone of omnichannel will come from a headless CMS platform. Using APIs, a headless CMS can connect to multiple frontend presentation layers to give you that omnichannel experience delivery. Plus, you can integrate your CRM into your CMS to view and manage your content and your customers from one central location.