Why do you need to take an omnichannel approach for customer service? The answer is pretty simple: different methods appeal to different audience members.
Let’s take for example generational stereotypes. Even though we know that not everyone will fit the bill, it’s something to keep in mind as you consider the needs for an omnichannel approach.
The older generations are typically more inclined to make phone calls. This is how they’ve learned to converse. They’ve relied on the ability to talk to someone directly over the phone and address their concerns in this manner. There may be several people within the older generations that are comfortable with newer technologies such as text messaging and emails, but many still prefer to make a phone call instead.
The younger generations, on the other hand, tend to prefer methods that allow them to send a message quickly. They might prefer to address a concern or question via chat, on social media or over a text message.
There’s also the demographic that works in an office-like setting. Those who work in an office and are used to relying on email may prefer to use this as their preferred method of contact. Unlike those who might work in another setting like a kitchen, factory or warehouse.
The point here is that there are varying reasons why someone may prefer one method over another. Disabilities can also come into play. Some people may prefer one method over another because it’s something that is easier for them to utilize.
When you offer multiple channels for your customers to reach out to you through, you can meet the needs of your audience as a whole, instead of just a select few. It allows customers to connect with you in the way they’re most comfortable. This helps build more customer appreciation and, in turn, more loyalty. Plus, in this day and age, if you aren’t taking this type of approach, then you could be lagging behind your competitors.