B2B companies should offer various ways for their clients to reach them, also providing whatever platform is most convenient for the user. Your company will benefit from this because clients will choose to do business with you if you are responsive and easy to reach. These platforms may include phone, email, text, and chat. Your clients may also choose to visit your office and speak to a representative in person.
An omnichannel strategy is something you may want to adopt for your communication. This is different from having multichannel communication, where clients can contact you through various means, such as those mentioned above. These platforms are separate from each other; there may be specific agents handling chat support, while others take care of the phone calls. Whatever transpired with the conversation on one platform may not show on the other platform. Clients may need to repeat themselves to explain their concerns if they choose to use another platform.
On the other hand, customers could also choose from various platforms to reach you with an omnichannel strategy. The difference is that these applications are connected, so agents would be able to check the history of what transpired with the previous conversation with the client, regardless of the platform used. Below are some of the benefits of using an omnichannel strategy for your B2B company.
Save time and effort for clients
If you offer your service to other businesses, you should know that these customers are extremely busy, and their time is gold. They do not want to waste time; they want things taken care of as soon as possible since their business operation also relies on that. Time means money in running a business, so time is vital to them and you.
As mentioned, if your communication channels are not connected, your agents would not have a way to determine what happened in the conversation using the other platform. They would need to ask the clients about the details, which can eat their time. It could also be frustrating on their end if they have to do it each time they try to reach your contact center. With omnichannel, your agents could check the history of the clients, so they could pick up from where they left off, regardless of the previous platform used for the communication or if another agent assisted them.
Improve agents’ productivity
Agents will also be more productive because they have complete tools and information within their reach. They don’t have to spend more time asking about what has already been asked since all of those will be on the records. If your company has a high volume of outbound calls for sales and marketing, you may also benefit from an omnichannel application like a predictive dialer.
This predictive dialer, like the one found at convoso.com/predictive-dialer, automatically dials multiple numbers simultaneously, skips those that are not connected, and transfers successful calls to agents. It also adjusts the number of calls based on the number of agents and successful and disconnected calls. It can also send automated email and texts, as part of its omnichannel feature, based on the call’s outcome. It makes following up with the leads more convenient. Your agents don’t have to do everything from scratch, thus increasing their productivity.
Agents will be more equipped to assist customers
Since your agents have access to notes and recorded conversations on various platforms, it would be easier to understand the concern. They will feel more confident and equipped to assist clients better. They would know the things that the previous agents already tried, then move forward to other solutions that could work. It would also prevent them from having to deal with angry clients who might feel frustrated having to go over their concerns again if the agents don’t have access to their history. The job will be less stressful for them, so they are also more likely to stay with the company. It’s one way to reduce the employee turnover rate, which is a wide concern in contact centers.
Increase customer satisfaction
The timely and efficient customer service will increase the satisfaction of your clients. It’s one of the most important goals of any company, whether B2B or B2C because satisfied clients would mean more sales. If they are happy with your assistance, they will purchase your products or hire your services. They will also spread the word and recommend your company to other businesses that could turn into potential clients.
Improve customer retention rate
If clients are satisfied with your service, they will remain loyal to you. It will increase your customer retention rate, which will keep your business thriving. Having long-time clients also boosts your brand, showing that you are trustworthy and credible.
Using an omnichannel strategy for your B2B business is something to consider. It will benefit not just your business but your clients and agents too.
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