Omni – Channel Customer Support Services

Omnichannel Customer Support Services

The advent of digital has redefined traditional customer support models and methodologies. The erstwhile model of a single toll-free helpline number can no longer fulfill the expectations of a new-age customer. The new-age millennial and Gen Z customers expect support across various channels. They want to be given the right to exercise their own choice and select the preferred channel to interact with brands.

 

As such, it becomes imperative for organizations to be present across both traditional and new-age digital platforms to meet their customer expectations. Ignoring this can result in reduced business as your competitors might be offering a similar experience to their customers.

 

Why are omni-channel customer support services required?

 

Several organizations consider such risks to be associated only with Business Consumer (B2C) brands. However, with an increasing number of people sharing their experiences with a brand on social media and consumer forums, the same holds true for Business to Business (B2B) brands as well. Failure of a B2B services provider to provide instant customer support during a breakdown or emergencies can severely dent client confidence and result in the severance of contracts and service agreements.  

 

What makes us best for you?

 

As a leading customer support services provider, VOLANS understands the challenges of managing customer expectations in current times. We have developed a multi-channel customer support services framework for our clients that can help them offer a seamless experience to their end customers that includes both online and offline platforms. We have the technologies and tools to track and resolve customer queries, the round-the-clock across various platforms and offer meaningful resolutions.  

 

VOLANS offers 24×7 omni-channel support services via:

 

  • Phone
  • IVR
  • Chat
  • Email
  • Text SMS
  • Instant messenger apps
  • Mobile apps, and other online tools

 

Advantages that we offer:

 

  • Our multi-channel customer support services help our clients offer a seamless omni-channel experience to their end customers, ensuring repeat business and high customer loyalty. This, in turn, results in higher sales and profitable business growth.
  • At VOLANS, we begin our client relationships by understanding their existing business, and their end-customer needs and design a customer support mechanism that includes the necessary channels like phone, SMS, and email amongst others.
  • We also train our agents on the client products and services so that they have all the necessary intelligence to address all kinds of customer support requirements ensuring low call-back and high customer satisfaction rates.

 

Speedy resolution of customer issues is critical in ensuring customer satisfaction in today’s digital world. Organizations can no longer afford to wait for long durations to resolve their customer queries as one disgruntled customer can ruin the reputation of a brand with a single negative tweet or comment on social media channels. There are several instances in recent years where one negative tweet or a post by an influencer on social media channels has wiped out millions of dollars in organization stock value. 

 

The customer support requirements of each client organization are unique. We are a preferred customer support services partner for leading companies in industries like:

 

  • E-commerce
  • Telecom
  • Retail
  • Banking
  • Financial services
  • Insurance
  • Telecom
  • IT & ITES 

 

Facing challenges in managing your customer support channels? Call or write to us today to get a customized reconnaissance of your brand’s customer service needs. We will get back to you at the earliest.

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