Omnichannel Customer Service

Having multiple channels to interact with customers is now the norm for businesses. In fact, customers who interact with your business through more than one touchpoint – e.g. social media, company website and physical store – are more likely to convert and become repeat customers.

How many channels of communication do you offer right now to your customers if they need help? Go ahead and do the math, we’ll wait.

Now that you’ve counted: how many of them are you doing well?

It can be hard to stay on top of all the new channels for customer service, but an omnichannel approach to customer service is becoming more and more essential if you want to truly thrive as a small business.… But what exactly is “an omnichannel approach to customer service,” and how can you implement it for your small business?

‍Connecting all these touchpoints to create an omnichannel customer experience can improve a customer’s interaction with your organization and increase sales, so let’s take a look at what an omnichannel experience is and how you can create one.