5 signs it’s time to consider an omnichannel solution

5 signs it’s time to consider an omnichannel solution

If any of these scenarios sound familiar, it may be time to consider a more robust solution for your customer service.

01

Your customer experience is inconsistent across channels

A customer who reaches out on social media should get the same great service as a customer who sends you an email. Being accessible builds trust and increases customer loyalty. Omnichannel allows you to provide a consistent, seamless experience on any channel, not just the channels that get the most volume.

02

Agents are switching between solutions

Managing multiple systems is one of the biggest pain points for customer support teams. A solution that’s flexible enough to integrate with the tools and apps you already use means less hassle and better performance. By consolidating information into a single customer view, first reply times go down and issues can be resolved faster.

03

You’re in the dark when it comes to previous interactions

Lack of visibility into past customer interactions and activity can lead to a frustrating customer experience where customers have to repeat themselves endlessly. Instead, by centralizing user information like ticket history and device data in an omnichannel solution, you retain the context of each conversation, reducing customer effort and facilitating more personalized service.

04

Reporting across channels is difficult

When you have one metrics system for chat, another for social media, and another for email, reporting gets complicated. Compiling the data takes time, and it’s difficult to achieve parity across channels. An omnichannel solution provides a single source of truth where you can see metrics in real-time, allowing you to make changes and adjust staffing on the fly.

05

There’s no time to set up a new channel

If piloting a new channel feels overwhelming, you might be going about it the wrong way. Omnichannel provides a single solution with rapid time to value. You can easily add or remove channels. See what works best for your customers and your support team, and shift channel offerings according to customer preferences and industry trends.

Be ready for anything

Adopting an omnichannel solution gives you the flexibility to meet changing customer expectations. We’ve seen shifts in customer behavior since the COVID-19 pandemic began, such as an increased reliance on chat and messaging channels. But the world will keep changing and so too will customers’ channel preferences. With omnichannel support, you can be ready for anything. Learn more about Zendesk

Time to try? Start a free trial of the Zendesk Support Suite.

CX Transformation Service
KERRY EXPRESS
Demeter ICT involved in Zendesk implementation at Kerry Express, starting from customer service process design, configuration, integration with Telephony and Chatbot, training, testing, data migration and Go-Live Support. The implementation time was around two months.
LINEMAN
Demeter ICT participated in Zendesk implementation at LINE MAN WONGNAI. The scope of work is involved with customer service process design, configuration, integration with Telephony, training, testing, data migration and Go-Live Support. The system was up and ready in one month.
Cathay Pacific Airways
“As a customer-centric airline, it is essential that Cathay Pacific communicates with our customers on the channels they prefer. Messaging is fast becoming the preferred mode of communication of our customers and we’re looking forward to enhancing our customer experience with these new Zendesk capabilities.” - Lawrence Fong Group GM IT and Digital, Cathay Pacific Airways
TRUE
Demeter ICT helps TRUE implement the Zendesk system. The scope of work is involved with customer service process design, configuration, training, testing, data migration and Go-Live Support. This is another ideal case that the customer started from a small portion of Zendesk deployment in order to prove the concept and expand significantly during the past few years.
Riot Games
“Zendesk is very much focused on the 'player' experience, like we are. I feel like we’ve always been able to speak honestly with each other.” Shaun 'BlueFire' Randall Product Manager Support Engineering at Riot Games
Evernote
“We love the help center in Zendesk because it’s easy to use. We get some great analytics out of it in terms of which articles are being used the most. It helps us to make adjustments and to see what’s helping our users.” - Gerald Hastie Director, Global Customer Experience at Evernote
Tesco
“Zendesk allows us to treat our colleagues with as much care as we give our customers.” - Adam Bruce Lead Product Manager, Service Desk at Tesco
Discord
"If we hadn’t invested so heavily in incredible support and our customer experience, we’d probably be just another app. Even if we’re just sharing cat memes, we’re constantly engaging with our customers, so they feel like they really know us as people. That’s a big part of our brand, and that starts with great support." - Danny Duong Director of Customer Experience at Discord
Airbnb
“Having a partner that really understands our business, and how ambitious we are, is huge—because service, at the end of the day, needs to be in lockstep with every single track of work that’s happening within Airbnb.” Shirley Lin Product Lead of the Support Products Group at Airbnb
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