Omnichannel support is about providing a seamless and consistent experience to customers across all touchpoints. It means the customer can interact with the brand through various channels — be it social media, email or phone — and receive the same level of service.
Providing omnichannel support is not just ideal — it’s a necessity. A study by CMO Council revealed as many as 85% of consumers prefer interacting with brands through a mix of digital and physical channels.
Not only that, the average customer interacts with a brand through cash app data 20 different channels, and expects a consistent experience across all.
Why is social so important for any customer experience strategy?
Social media is the global watering hole where customers gather, engage and voice their opinions. For brands, it’s an opportunity to listen, connect, solve issues and more.
In other words, social media is a customer experience powerhouse.
Not sure exactly how social media ties into CX? Here’s how utilizing platforms like Facebook, Instagram and Twitter can elevate your customer experience strategy:
Social media enables excellent customer experience at scale
Social media platforms, with their billions of active users, offer businesses a huge opportunity to deliver great customer experiences on a massive scale. It’s like having a worldwide stage where your brand can perform — and the audience is your customers.