Omnichannel Support: How to Build an Omnichannel Support Strategy

User avatar placeholder
Written by Nagendra

September 11, 2018

Nothing is more frustrating than reaching out to customer support and having to explain an issue multiple times to multiple people. Unfortunately, too many support structures are still stuck in a single-channel or siloed multi-channel system that keeps tickets and customer information segregated from other facets of the support team.

That’s why omnichannel support is so important to create more streamlined, positive customer experiences.
The benefits of which are many for both the customer and the support agents, and more broadly, businesses.

Omnichannel support allows for everyone along the support process to share in the same customer and ticketing information, tracking communications throughout all touchpoints.

Not only does this process cut down (ideally, eliminate) a customer having to repeat themselves, but it lends to faster resolutions, more consistent customer service, and ultimately, boosts a company’s branding to showcase their dedication to excellent customer service.

This infographic explores the advantages of omnichannel support, 4 frameworks for successful implementation by support teams, and best practices.

omnichannel-support
Infographic Source: https://thinkrelay.com/blog/omnichannel-support-infographic/

A dedicated full-time digital marketer with 12+ years of experience in the industry. Since 2015, he has been successfully running infographicportal.com, a platform that showcases high-quality infographics across various topics. Nagendra's expertise lies in creating and executing effective digital marketing strategies that drive engagement and growth. His passion for visual storytelling and commitment to excellence has made him a respected figure in the digital marketing community.

Leave a Comment