Communicating efficiently has been both a challenge and a priority for most companies. Especially in times of covid-19, team collaboration has become a crucial issue for businesses wishing to emerge victorious from these hard times. But how to simplify communication flows between employees while improving customer retention?
Certainly shopping behavior has suffered major changes this year, with a vertiginous growth in online shopping, but this doesn’t mean that selling became any easier.
A Periscope report by McKinsey pointed out that 46% of US consumers switched brands during the pandemic. This is a strong indication that the American public is reviewing their buying experience and, if your company does not meet their expectations, it is very likely that your customer retention will be affected.
It’s time to reorganize the way teams work, but also to rethink and redesign the sales process. As urgent as this may seem, this is the time to find gaps in your company’s communication and offer the best omnichannel customer experience.
In this post you will learn more about how centralized communication can help your sales team to work more assertively and how to use omnichannel to meet your customers’ needs.
Customer retention: may the best omnichannel customer experience win
The companies weren’t the only ones that went through a sudden change. With the pandemic, clients needed to adapt with agility and started to demand safer virtual environments, besides greater confidence to establish a relationship with brands.
In this period, one of the critical spots companies must have in mind is customer relationship. Poor service can affect even the most loyal of your customers. According to Gladly’s Customer Expectations Report, 84% of customers would turn their backs on companies after three bad experiences. In addition, 52% of them would leave without even communicating with the company.
This number is quite significant, especially in times of crisis, which is exactly why companies are increasingly looking for omnichannel solutions.
In case you are not familiar with the term, omnichannel is a communication strategy that is essential to acquire new customers and keep the existing ones. A well-designed omnichannel customer experience gives your audience the opportunity to get in touch with your company through their favorite channels.You should know by now that retaining a client is always cheaper than getting a new one, but applying this is not an easy task. However, companies that count on an omnichannel strategy, can reach a 91% higher customer retention year after year, as an Aberdeen study points out.
Being omnichannel is the best way to reduce friction in the user experience, since customers are guided and fed all the information they need about your service.
If a customer contacts your sales team through WhatsApp, email or any other way, the expectation is that they will be attended promptly and assertively. An omnichannel platform is able to unite all customer touchpoints so that your sales team can serve everyone and maintain the best possible customer relationship.
When you often pass the demands from one client to another representative there’s a high chance of some information being lost and causing your clients frustration.
According to this year’s Zendesk Customer Experience Trends report, 86% of buyers expect you to know who they are when they switch communication channels. The same report points out that only 35% of companies are using an omnichannel approach.
More than ever it is necessary to give proper attention to customers and all kinds of doubts, complaints and feedback. The best way to integrate your customers’ touchpoints is to centralize all communication between customers and agents in an efficient team collaboration tool.
Improve team collaboration and keep customers coming back for more
When customers feel ignored, need to repeat themselves to different agents or do not receive a quick response you lose the opportunity to build their trust and improve customer retention.
Transforming customer interactions into opportunities to provide good service is a first step, but it’s no use when all the data is in silos. And this is where team collaboration tools come in.
Using the right tool, you can integrate different channels and gather key data for your sales team in one place, offering an omnichannel experience for your customer.
The 3rd largest bank in Latin America is a good example as it reduced bad ratings for customer satisfaction and increased support efficiency through omnichannel solutions. In this case, Rocket.Chat was the tool chosen to improve customer retention and increase lifetime value.
Tips on how to use Rocket.Chat as an omnichannel platform
Here are some tips on how to use Rocket.Chat as an omnichannel platform and retain customers with seamless communication:
1. Serve customers where they are
When you use team collaboration in your favor, your customers do not get lost or out of the shopping cycle. It is important that you always have them on the radar, serving, nurturing, helping and solving their doubts. Rocket.Chat has endless integrations with the most diverse platforms and ensures that your customer contacts your team, no matter the platform.
WhatsApp, Facebook Messenger, Twilio, Live Chat, SMS and many other integrations are at your disposal and you can simply direct all your messages to one place: Rocket.Chat.
2. Solve problems faster
Rocket.Chat allows your team to meet demands more quickly as the platform provides full chat history. The same client can talk to different agents, but all will have a broad vision of who that user is and all the previous demands and conversations.
This means that your customers will not be treated as newcomers and you can even strengthen relationships with them. Customers like to feel important and receive attention, always.
3. Speed up customer service
Your sales team can improve response time through the canned response tool in Rocket.Chat. With just a few clicks you can set up answers to your audience’s most frequently asked questions and ensure they receive all the information they need as quickly as possible.
Omnichannel customer experience begins today
Even though in the post-Pandemic future many people will return to their old consumer habits, a Global Web Index survey found that 31% of consumers will buy online more often after the pandemic and 30% expect to visit physical stores less frequently.
We are heading for a definitive change in consumer habits around the world and companies that seek to care for and innovate in customer relationships will build stronger ties with the public for much longer.
If you want to learn more about omnichannel and team collaboration and how they could improve your workflow, you can always count on us! Shoot us an email!
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