Staying in touch with family and friends these days has never been easier. Email, texting, Facebook posts – we can communicate nearly instantly with those who mean so much to us.
So, are you doing the same with your business? Customers now have a variety of ways to schedule their lives, especially with mobile devices, and they have clear preferences in how they interact with businesses.
By giving them a choice in how they communicate with you, you’ll make their lives easier – and go a long way in creating happier, repeat customers.
Personalize the Customer Experience
Providing those choices is called the Omni-channel Experience (OCE). It’s defined as a multi-channel approach to serving customers in a way that creates a cohesive experience no matter how or where a customer reaches out.
The OCE’s focus is on personalizing the customer experience and increasing customer satisfaction rates.
Customers today prefer it because it puts them in control of a situation and makes it easier for them to resolve a problem.
For example, insurance companies are increasingly providing an OCE in scheduling appointments, processing claims, providing damage estimates, and following up on their customers’ settlement experience.
They help customers by giving them such contact options as text, web chat, online forms, and email. Of course, a phone call still works as well.
Using the OCE to Strengthen Your Customer Relationships
OCE can work for you, too. All it takes to create a positive OCE is embracing how digital-savvy customers choose to communicate and coordinate with you.
You don’t have to offer as many communication channels as a national company. But by offering your customers optional ways to contact you for help, you’ll be strengthening your relationship with them.
It can be as simple as sending a text letting a customer know a tech is on the way to work on their vehicle. Or allowing customers contact you by email or text, and even sending a photo of their glass damage so you can tell them if it can be repaired or if it will need to be replaced.
As more customers use the technological tools at their disposal for interactions with businesses of all kinds, it makes good business sense for you to use them as well.
It’ll help you increase customer satisfaction, stand out from your competition, and channel more customers your way.