More and more companies are discovering that different customers want to get in touch in different ways. Some are happy with voice chat, while others prefer text chat. Some may want to get in touch by email or through social media channels such as Twitter.

Because of this, many organizations see omnichannel support as the customer service solution of the future. 

Omnichannel support unifies live chat, voice chat, email, social media support, and instant messaging into a comprehensive customer support service. The customer can choose which channel suits them best and get help when and where they need it. Over 45% of consumers define a personalized experience as one that lets them interact on the channel of their choice.

Customers can also switch between channels as necessary. When at home in a quiet environment, they may prefer to use phone support. But out and about and using their mobile phone, this may be practical. They can then switch to text chat or email to get the answers they need. 

Here are some ‘best practice tips’ to help you deliver great omnichannel support:

Many customers like to get in touch by social media, yet companies often overlook this. The result is negative comments that go viral on Facebook or Twitter, harming the company’s reputation. Unfortunately, many companies have a long way to go in terms of social media support:

If your company is not responding well to social media support requests, talk to your Team Leader. You could win some brownie points for alerting them to an important channel the company was neglecting.

When you are doing omnichannel support, you will have several different support channels to keep up with. This may test your multitasking skills to the limit.

Create a system for rotating through the various channels to ensure you don’t miss something. You may need to take notes to remind you of what’s happening on each of your channels. 

Disney integrates the customer experience across various platforms, making it easy for agents and cast members to provide excellent customer service.

When a potential Disney Parks customer gets in touch to make a reservation, the agent taking the call can access detailed information, including past trips and preferences. Whether the customer logs into the website, uses online chat, or calls the Disney line, they will get the same friendly and supportive service.

Whether a customer calls, emails, chats, or reaches out on social media, they receive the same level of response. Everything from ‘lost and found’ items to dining reservations and questions about tickets can be answered in a single touchpoint, leaving the customer happy and satisfied. 

Amazon also incorporates an omnichannel approach to their entire business. For example, a customer can order by voice through Alexa, receive their receipt via email, and get text messages when the order ships. 

In this way, Amazon offers a seamless experience across many communication channels. No matter what channel you use to communicate with Amazon, you get the same level of support and information.

QVC adds an extra twist to omnichannel—television! Buyers can phone in orders based on what they see on TV, which works with the brand’s huge base of seniors. 

They can also chat live with the on-camera presenter in real-time. QVC also offers instant messaging on Facebook, live chat on their website, text or self-service.

Omnichannel is undoubtedly the wave of the future, so it’s a good idea to get familiar with this way of working now. See live chat as part of a bigger customer service picture, and you will prosper!