Omnichannel vs. Multichannel Customer Support Platforms: What's the Difference?
Customers today expect to be able to contact businesses through the channel of their choice. Whether they prefer to talk on the phone, send an email, or chat online, businesses need to be able to provide support across all channels.
Omnichannel and multichannel customer support platforms are both designed to help businesses meet this need. However, there are some key differences between the two approaches.
Omnichannel Customer Support
Omnichannel customer support platforms provide a seamless experience for customers across all channels. This means that customers can start a conversation on one channel and pick it up on another without having to repeat themselves.
For example, a customer might start a chat conversation with a customer support representative on the company's website. If the customer needs to leave their computer, they can simply switch to the company's mobile app and continue the conversation without having to start over.
Omnichannel platforms also allow customer support representatives to view a customer's entire interaction history, regardless of the channel they used to contact support. This helps representatives to better understand the customer's issue and provide a more efficient and effective resolution.
Benefits of Omnichannel Customer Support
Omnichannel customer support offers a number of benefits for businesses, including:
Improved customer satisfaction:
Customers appreciate the ability to contact support through their preferred channel and to continue conversations without having to start over.
Increased efficiency:
Omnichannel platforms help customer support representatives to be more efficient by providing them with a complete view of the customer's interaction history.
Reduced costs:
Omnichannel platforms can help businesses to reduce costs by eliminating the need to maintain separate customer support systems for each channel.
Multichannel Customer Support
Multichannel customer support platforms also allow customers to contact support through multiple channels. However, the experience may not be as seamless as with an omnichannel platform. For example, a customer may have to start a new conversation if they switch from email to chat.
Multichannel platforms also may not provide customer support representatives with a complete view of the customer's interaction history. This can make it more difficult for representatives to resolve customer issues quickly and efficiently.
Benefits of Multichannel Customer Support
Multichannel customer support also offers a number of benefits for businesses, including:
Increased customer reach:
Multichannel platforms allow businesses to reach more customers by offering support through the channels that they use most often.
Improved flexibility:
Multichannel platforms give businesses the flexibility to add or remove channels as needed.
Reduced costs:
Multichannel platforms can help businesses to reduce costs by eliminating the need to maintain separate customer support systems for each channel.
Which Approach is Right for You?
The best approach for your business will depend on your specific needs and budget. If you are looking to provide a seamless and efficient customer support experience, then an omnichannel platform is the best option. However, if you have a limited budget, then a multichannel platform may be a better choice.
How to Choose a Customer Support Platform
When choosing a customer support platform, there are a few factors to consider:
- The size and complexity of your business: If you have a large and complex business, you will need a platform that can scale to meet your needs.
- The channels you want to support: Make sure to choose a platform that supports the channels that your customers use most often.
- Your budget: Customer support platforms can range in price from free to several thousand dollars per month. Set a budget before you start shopping so that you don't overspend.
Conclusion
Both omnichannel and multichannel customer support platforms can be beneficial for businesses. However, it is important to choose the right approach for your specific needs and budget.
Additional Tips for Implementing a Customer Support Platform
- Make sure to train your customer support representatives on how to use the new platform.
- Test the platform thoroughly before launching it to customers.
- Monitor customer feedback and make adjustments to the platform as needed.
- Keep the platform up to date with the latest features and security patches.
By following these tips, you can implement a customer support platform that will help you to improve the customer experience and reduce costs.
