The way that consumers interact with businesses has changed. As consumers we expect more, and we expect better. We expect companies to value our time, and to deliver a service that is tailored to us as individuals. And after an unsuccessful journey on a company’s website, if we are struggling to buy or have an unresolved service issue, we don’t want to have to repeat the steps we have already taken online to an agent in the call center. We want quick, accurate resolutions.
Omnichannel customers demand omnichannel support
However businesses are failing to keep pace with consumer demand. With the internet now buzzing in the palms of consumers, service and sales departments are expected to be as accessible to the consumer as their Instagram feed. You’re expected to have a joined-up approach, to be able to solve consumer issues with agility across multiple departments. You’re expected to be as omnichannel as your consumer. Most businesses aren’t.
The main reason why businesses are failing is because they are not appropriately structured for omnichannel requests. Too many businesses are stuck in archaic, siloed team structures that limit effective cross-departmental collaboration.
Five steps to omnichannel success
The best companies succeed, in part, by establishing a team devoted to handling omnichannel requests. We outline the importance of creating an omnichannel team in our latest whitepaper and, for ease, have simplified the process down to five steps. It’s important to devote time and effort to your omnichannel team – if you follow these five steps, you’ll be placing your company on the path to success.
To find out more about each step, download our latest ebook which reveals the secrets of omnichannel team success.