{"id":42361,"date":"2020-04-16T00:00:00","date_gmt":"2020-04-16T00:00:00","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/omnichannel-customer-service\/"},"modified":"2025-04-02T19:55:15","modified_gmt":"2025-04-03T02:55:15","slug":"omnichannel-customer-service","status":"publish","type":"post","link":"\/us\/en\/blog\/omnichannel-customer-service\/","title":{"rendered":"Omnichannel customer service: a guide for small businesses"},"content":{"rendered":"<p>How many channels of communication do you offer right now to your customers if they need help? Go ahead and do the math, we\u2019ll wait.<\/p>\n<p>Now that you\u2019ve counted: how many of them are you doing <i>well<\/i>?<\/p>\n<p>It can be hard to stay on top of all the new channels for customer service, but an omnichannel approach to customer service is becoming more and more essential if you want to truly thrive as a small business.<\/p>\n<p>\u2026 But what exactly<i> is<\/i> \u201can omnichannel approach to customer service,\u201d and how can you implement it for your small business? Today, we\u2019ll cover:<\/p>\n<ul class=\"table-of-content\">\n<li><a href=\"#What is omnichannel customer service?\">What is omnichannel customer service?<\/a>\n<ul class=\"table-of-content\" style=\"margin-bottom: 0px !important; padding-bottom: 0px !important;\">\n<li style=\"padding-top: 0px !important;\"><a href=\"#Omnichannel vs multichannel customer service\">Omnichannel vs multichannel customer service<\/a><\/li>\n<\/ul>\n<\/li>\n<li><a href=\"#6 benefits of omnichannel customer service\">6 benefits of omnichannel customer service<\/a><\/li>\n<li><a href=\"#14 best practices of omnichannel customer service\">14 best practices of omnichannel customer service<\/a><\/li>\n<\/ul>\n<hr \/>\n<p class=\"p1\">\u2b50\ufe0f\u2b50\ufe0f\u2b50\ufe0f\u2b50\ufe0f\u2b50\ufe0f<b>\u00a0<\/b>Ready to offer 5-star customer service?<b>\u00a0<\/b>Get strategies for every stage of the customer journey with this <b>free eBook<\/b>.<\/p>\n<p class=\"p1\">\n<div class=\"download-form-widget standart-download-form\" data-url=\"https:\/\/assets.ringcentral.com\/us\/ebook\/long-live-customer-service.pdf\" data-id=\"6a0b03aa9a549\" id=\"6a0b03aa9a549\">\n\t\t<button tabindex=\"on\"  on=\"tap:6a0b03aa9a549.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">\ud83d\udcd9 Get the eBook<\/button><\/p>\n<div class=\"download-form-modal\">\n<div class=\"download-form-modal-body\">\n<div class=\"download-form-modal-content\">\n<div class=\"download-form-modal-title\">\ud83d\udc40Get this free eBook to learn how to win in customer service.<\/div>\n<form class=\"download-form SMB\" method=\"post\">\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Full Name\" aria-required=\"true\" aria-invalid=\"false\" type=\"text\" name=\"fullname\" placeholder=\"Full Name\" data-dl-events-hover=\"true\" data-dl-element=\"text\" data-dl-additional-info=\"download form\">\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Email (please enter a work email address)\" aria-required=\"true\" aria-invalid=\"false\" type=\"email\" autocomplete=\"on\" name=\"email\" placeholder=\"Email (please enter a work email address)\" data-dl-events-hover=\"true\" data-dl-element=\"email\" data-dl-additional-info=\"download form\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"popup_form\" value=\"1\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"Lead_Entry_Source__c\" value=\"RC Blog\" class=\"download-form-input\"\/>\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<button class=\"download-form-submit\" type=\"submit\" data-dl-element=\"button\" data-no-auto-dl=\"true\" data-dl-additional-info=\"download form\" data-dl-name=\"Get it now\">Get it now<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:6a0b03aa9a549.toggleClass(class='open')\" role=\"button\" tabindex=\"0\"  class=\"download-form-modal-close\"><\/button>\n\t\t\t\t<\/div>\n<div class=\"download-form-modal-thank\">Enjoy!<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p>\n<hr \/>\n<p><a name=\"What is omnichannel customer service?\"><\/a><\/p>\n<h2>What is omnichannel customer service?<\/h2>\n<p><a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-communications-review\/\" target=\"_blank\" rel=\"noopener noreferrer\">According to our research<\/a>, customers today expect the ability to communicate with and be served by a business across a wide range of channels:<\/p>\n<figure id=\"attachment_6544\" aria-describedby=\"caption-attachment-6544\" style=\"width: 605px\" class=\"wp-caption aligncenter\"><a href=\"https:\/\/www.ringcentral.com\/customer-communications-trends-report.html\" target=\"_blank\" rel=\"noopener noreferrer\"><img decoding=\"async\" class=\"wp-image-6544 size-medium\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image8-61.png\" alt=\"RingCentral Research | Customer Communications Review\" width=\"605\" height=\"400\" \/><\/a><figcaption id=\"caption-attachment-6544\" class=\"wp-caption-text\"><em>Source: <a href=\"https:\/\/www.ringcentral.com\/customer-communications-trends-report.html\" target=\"_blank\" rel=\"noopener noreferrer\">RingCentral Research | Customer Communications Review<\/a><\/em><\/figcaption><\/figure>\n<p>&nbsp;<\/p>\n<p>And that\u2019s where<b> omnichannel customer service <\/b>comes in.<\/p>\n<p>Simply put, omnichannel customer service means you\u2019re everywhere, meeting your customers wherever they are and giving them a consistent level of service across their chosen channels of communication. It means they can email you today with a question, then pick up the phone tomorrow to continue the conversation without having to start from scratch.<br \/>\n<a name=\"Omnichannel vs multichannel customer service\"><\/a><\/p>\n<h3>Omnichannel vs multichannel customer service<\/h3>\n<p>Multi-channel customer service means you\u2019re able to help customers in at least two channels of communication. Omnichannel customer service means you\u2019re in more places, yes, but it\u2019s also about the experience you provide your customers.<\/p>\n<p>If multichannel customer service is a noun, omnichannel customer service is a verb: the action of making life easier for your customers for a seamless experience.<\/p>\n<p>&nbsp;<\/p>\n<p><a name=\"6 benefits of omnichannel customer service\"><\/a><\/p>\n<h2>6 benefits of omnichannel customer service<\/h2>\n<p>There are lots of reasons to get into the omnichannel services game. Here are our favorites:<\/p>\n<h3>1. Improve your business across the board<\/h3>\n<p>Switching from multichannel to omnichannel customer service isn\u2019t just good for your customers; it\u2019s good for business. Providing seamless service to your customers can directly (and positively) impact their satisfaction as well as your team\u2019s productivity and even your year-over-year revenue:<\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-6548 size-medium\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image3-136.png\" alt=\"Figure 1: Omni-channel helps improve company performance year-over-year\" width=\"695\" height=\"312\" \/><\/p>\n<p>At this point in time, it looks like many businesses can\u2019t afford not to diversify their customer service options.<\/p>\n<p><i>\u200b<\/i>[ebook-download title=&#8221;How customer-obsessed is your business?&#8221; link=&#8221;https:\/\/netstorage.ringcentral.com\/documents\/quiz_how_customer_obsessed_your_business.pdf&#8221; cta-text=&#8221;Take the quiz&#8221; src=&#8221;&#8221;]<\/p>\n<h3>2. Stay relevant as a small business<\/h3>\n<p>Diversifying the way customers can reach you today isn\u2019t just nice; it\u2019s necessary. You can see in the above chart how businesses with omnichannel support outstrip the competition. That\u2019s because, today, customers don\u2019t stick around if service is slow, unhelpful, or difficult to access.<\/p>\n<p>Being everywhere might seem daunting for you and your smaller team, but we\u2019ve got tips and tricks later in this post that can help you adopt an omnichannel support approach for your customers.<\/p>\n<h3>3. Give your customer service a personal touch<\/h3>\n<p>Personalization is where small businesses can really shine. People today want to spend their money somewhere that makes them feel good. A recent study found that 65% of consumers are more influenced by a positive experience with a company than advertising.<sup>1<\/sup><\/p>\n<p>On the other hand, 70% of surveyed consumers said having to repeat themselves and their concerns all over again was \u201cvery annoying\u201d:<\/p>\n<figure id=\"attachment_6549\" aria-describedby=\"caption-attachment-6549\" style=\"width: 538px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"wp-image-6549 \" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image1-187-966x1024.png\" alt=\"RingCentral Research | Customer Communications Review\" width=\"538\" height=\"571\" \/><figcaption id=\"caption-attachment-6549\" class=\"wp-caption-text\"><em>Source: <a href=\"https:\/\/www.ringcentral.com\/customer-communications-trends-report.html\" target=\"_blank\" rel=\"noopener noreferrer\">RingCentral Research | Customer Communications Review<\/a><\/em><\/figcaption><\/figure>\n<p>&nbsp;<\/p>\n<p>We\u2019d wager that\u2019s because it makes them feel like no one is listening to them. But omnichannel customer service means uninterrupted service across channels, so your customers know you care.<\/p>\n<h3>4. Break down all the silos<\/h3>\n<p>Are your departments all stranded on their own little islands? Does it sometimes take forever to figure out who has the answer to a customer question? The nature of omnichannel customer service requires more teamwork and open communication. Here are some of the silos it helps break down:<b><\/b><\/p>\n<ul>\n<li><b><b>Agent silos. <\/b><\/b>Are your agents technologically on a separate platform from the rest of your team? This can mean customers sitting on hold while they struggle to get answers from other departments. With the right <a href=\"https:\/\/www.ringcentral.com\/digital-customer-engagement.html\" target=\"_blank\" rel=\"noopener noreferrer\">customer engagement app<\/a>, you can put everyone in the same place for easier messaging and file sharing.<\/li>\n<\/ul>\n<ul>\n<li><strong>Tool silos.<\/strong> If agents have a bunch of tools on different platforms and they need to move between them to solve issues, that slows down efficiency. This means longer wait times and fewer people helped overall, and maybe even the need to shell out for more agents to pick up the slack. But an omnichannel customer service solution streamlines both communication and tools so everyone is on the same page.<\/li>\n<\/ul>\n<ul>\n<li><strong>Customer info silos<\/strong>. With many customer data systems, people\u2019s data is tied to how they enter the support system, locking them into whatever channel they first used. The right <a href=\"https:\/\/www.ringcentral.com\/digital-customer-engagement.html\" target=\"_blank\" rel=\"noopener noreferrer\">omnichannel support platform<\/a> empowers cross-channel sharing of information that can allow, say, the social media team to see a customer\u2019s journey with the company whenever that customer leaves a message on Instagram.<\/li>\n<\/ul>\n<h3>5. Find more cross-selling and upselling opportunities<\/h3>\n<p>Omnichannel support means more ways for customers to reliably reach you and be served. This means more people will be comfortable contacting you on their channel of choice, which offers your team more chances to connect these folks with your products and services, should the opportunity arise.<\/p>\n<h3>6. Nurture more loyal, happy customers<\/h3>\n<p>If people feel more comfortable contacting you, because they know you\u2019ll respond promptly on their channel of choice, that sets off the best kind of domino effect:<\/p>\n<p style=\"text-align: center;\">You offer reliable, omnichannel customer service.<\/p>\n<p style=\"text-align: center;\">\u2193<\/p>\n<p style=\"text-align: center;\">Customers reach out with concerns on their favorite channel.<\/p>\n<p style=\"text-align: center;\">\u2193<\/p>\n<p style=\"text-align: center;\">You respond quickly and catch issues before they become a problem.<\/p>\n<p style=\"text-align: center;\">\u2193<\/p>\n<p style=\"text-align: center;\">Customers feel cared for and confident with your service.<\/p>\n<p style=\"text-align: center;\">\u2193<\/p>\n<p style=\"text-align: center;\">Customers stick around and sing your praises to friends and family.<\/p>\n<p style=\"text-align: center;\">\u2193<\/p>\n<p style=\"text-align: center;\">Customers\u2019 friends and family become customers, too.<\/p>\n<p>We know budgets are tight when you run a small business. But when you rely heavily on word of mouth to grow your base, investing in better customer service is something you can\u2019t afford <i>not<\/i> to do. (And we don\u2019t use double negatives lightly.)<br \/>\n<a name=\"14 best practices of omnichannel customer service\"><\/a><\/p>\n<h2>14 best practices of omnichannel customer service<\/h2>\n<h3>1. Put your communications in the cloud<\/h3>\n<p>Where do all of your customer service channels live right now? If you haven\u2019t migrated to the cloud, you\u2019re likely missing out on some serious opportunities to streamline and upgrade your level of service.<\/p>\n<p>A great <a href=\"https:\/\/www.ringcentral.com\/digital-customer-engagement.html\" target=\"_blank\" rel=\"noopener noreferrer\">cloud-based customer service system<\/a> pays for itself. With the ability to monitor all of your communication channels in one place, track customer journeys across these channels, and easily share information among your entire team, you\u2019ll save time and money while delighting customers.<\/p>\n<h3>2. Simplify omnichannel support for your customer service team<\/h3>\n<p>Happy agents mean happier customers. And one big way you can impact your team\u2019s vibe is to make their job as easy as possible.<\/p>\n<p>Trying to respond to customers across a variety of channels can be overwhelming, which can lead to lost requests and your team feeling like they aren\u2019t doing their best work. But a great customer engagement platform can set their minds at ease by putting all channels on the same screen. That means a Single Sign-on, less toggling, and easy-to-access customer information.<\/p>\n<p>Here\u2019s what the <a href=\"https:\/\/www.ringcentral.com\/effortless-customer-engagement.html\" target=\"_blank\" rel=\"noopener noreferrer\">RingCentral omnichannel customer service platform<\/a> looks like to your team: social media and email messages all together, tracking one customer across multiple channels:<\/p>\n<div class=\"tip\">\n<div class=\"tip-heading\"><strong>Pro-tip: <\/strong><\/div>\n<p>An omnichannel engagement app also lets your service team set automated reminders, so they feel confident and on top of their game at all times and fewer customer questions fall through the cracks.<\/p>\n<\/div>\n<h3>3. Close the omnichannel customer service gap<\/h3>\n<p>This one\u2019s really important, reader.<\/p>\n<p>The omnichannel customer service gap is the space between the quality of service you <i>think<\/i> you offer consistently across channels\u2026 and the service your customers <i>actually receive<\/i> on these channels. An example of this is a company making a Twitter account to promote products or services, but ignoring the comments and messages of customers looking for help.<\/p>\n<p>If you\u2019re selling on a platform, you should be <i>serving<\/i> on that platform, too. This is one big way you can positively align your business vision with customer perception.<\/p>\n<h3>4. Make all your channels mobile-friendly<\/h3>\n<p>Cell phone, tablet, laptop. Laptop, cell phone, laptop, tablet. People are constantly switching from screen to screen, and your omnichannel customer service should anticipate this kind of screen-jumping.<\/p>\n<p>Be sure that all of your self-service options\u2014your FAQ page, your chatbots, and the like\u2014and contact forms are as accessible on mobile devices as they are on a real computer, or you\u2019re bound to frustrate some customers.<\/p>\n<h3>5. Always have a human option<\/h3>\n<p>Chatbots are a type of <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/automated-customer-service\/\" target=\"_blank\" rel=\"noopener noreferrer\">automated customer service<\/a> on the rise. In fact, the majority of surveyed consumers expect to interact with chatbots for their customer service needs:<\/p>\n<p><a href=\"https:\/\/www.ringcentral.com\/customer-communications-trends-report.html\" target=\"_blank\" rel=\"noopener noreferrer\"><img decoding=\"async\" class=\"aligncenter wp-image-6550 size-medium\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image4-128.png\" alt=\"\" width=\"533\" height=\"400\" \/><\/a><\/p>\n<p>But some customer concerns can\u2019t be solved by automation, and people still expect the option to speak with a real person for a number of reasons. Some people aren\u2019t all that comfortable with technology, and others simply prefer a one-on-one conversation, either written or on the phone.<\/p>\n<p>When you\u2019re setting up your interactive voice response (<a class=\"waffle-rich-text-link\" href=\"https:\/\/www.ringcentral.com\/contact-center\/interactive-voice-response.html\">IVR<\/a>) system and chatbots, be sure to include the option to speak to a real person so no one feels left out by the robots.<\/p>\n<div class=\"box\">Read more: <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/interactive-voice-response\/\" target=\"_blank\" rel=\"noopener noreferrer\">\u201cWhat Is Interactive Voice Response? (And How Do You Use It)?\u201d<\/a><\/div>\n<h3>6. Integrate your CRM with your customer service software<\/h3>\n<p>Everyone hates having to repeat themselves when they call a company for help. That\u2019s why weaving your CRM and customer service software together is a crucial step in delivering omnichannel support. This way, anytime a customer in the system calls or reaches out, an agent will be able to see their entire journey and the latest notes on their situation so they can easily pick up where the last agent left off.<\/p>\n<p>For example, you can hook up <a href=\"https:\/\/www.ringcentral.com\/apps\/ringcentral-zendesk\" target=\"_blank\" rel=\"noopener noreferrer\">Zendesk is just one of many CRMs<\/a> you can hook up to RingCentral to make phone calls and messages a breeze:<\/p>\n<p><a href=\"https:\/\/www.ringcentral.com\/apps\/ringcentral-zendesk\" target=\"_blank\" rel=\"noopener noreferrer\"><img decoding=\"async\" class=\"aligncenter wp-image-6551 size-medium\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image5-105.png\" alt=\"Zendesk and RingCentral Integration\" width=\"695\" height=\"356\" \/><\/a><\/p>\n<p>You can even set up your <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/automatic-call-distributor-system\/\" target=\"_blank\" rel=\"noopener noreferrer\">automatic call distributor (ACD)<\/a> to smart-route customers in your CRM to certain agents. For example, if you have Spanish-speaking customers on the books, you can route them to an agent who can help them in their native language for a more comfortable and helpful experience.<\/p>\n<hr \/>\n<p class=\"p1\"><span class=\"s1\">\ud83d\udd79\ufe0f<\/span> Get a hands-on look at how RingCentral works by booking a product tour:<\/p>\n<p class=\"p1\"><button data-href=\"#leadform-popup\" class=\"js-open-popup-activator btn primary\" >Choose a time<\/button><\/p>\n<hr \/>\n<h3>7. Treat every communication channel consistently<\/h3>\n<p>We\u2019ve said it before and we\u2019ll say it again: don\u2019t sleep on social media. People are on social apps all day, every day. They don\u2019t want to have to switch to your website or their email account to send you a message about your products.<\/p>\n<p>True omnichannel customer service means delivering the same level of support on every channel you offer. For example, if you work hard to return voicemails within 24 hours or fewer, that same standard should apply to Instagram DM\u2019s, too. Keep in mind: this might mean you need to upskill your service team in social media best practices while you\u2019re at it.<\/p>\n<h3>8. Collaborate, collaborate, collaborate<\/h3>\n<p>Who likes to sit on hold? Nobody\u2026 okay maybe, like, five randoms who just <i>love<\/i> muzak.<\/p>\n<p>Besides high call volumes, one major reason customers end up sitting on hold is broken-down communication among agents and other departments in a business. This is especially common if you have a <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/remote-support-team\/\" target=\"_blank\" rel=\"noopener noreferrer\">remote support team<\/a> who can\u2019t get up from their desk and easily track down the person with the answers a customer needs.<\/p>\n<p>An easy fix: <a href=\"https:\/\/www.ringcentral.com\/effortless-customer-engagement.html\" target=\"_blank\" rel=\"noopener noreferrer\">put all of your people, information, and internal messaging in one platform<\/a>, like RingCentral. That way everyone is working from the same central resources and can easily find answers without leaving customers hanging.<\/p>\n<p>But don\u2019t take our word for it. Best-in-class businesses outperform others in centralized communication and information sharing, and we\u2019d wager that\u2019s a huge reason for their overall success:<\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-6552 size-medium\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image9-43.png\" alt=\"Figure 3: Make it easy for all employees to access the right information at the right time\" width=\"695\" height=\"356\" \/><\/p>\n<h3>9. \u201cOmnichannel\u201d includes self-service<\/h3>\n<p>Give the people what they want: the ability to answer their own questions and help themselves. As generations shift and Millennials and Zoomers become the holders of the purse strings, self-service is becoming a more and more in-demand feature for businesses to offer.<\/p>\n<p>What might self-service look like at your business? Here are a few possibilities:<\/p>\n<ul>\n<li>An intuitive, comprehensive frequently asked questions (FAQ) page where customers can find the answers to simple, straightforward queries<\/li>\n<li>A chatbot on every web page that is loaded with answers to your customers\u2019 most common questions and needs<\/li>\n<li>A portal on your website for paying bills, checking on the status of an order, or adjusting their contact information<\/li>\n<li>An interactive voice response menu that lets callers complete simple tasks without clogging up the phone line (or their day): check their balance, find out store hours, and more<\/li>\n<\/ul>\n<p>You know your customers better than we do; how can you offer them the kind of self-service they\u2019re clamoring for?<\/p>\n<h3>10. Try skills-based routing for customer service calls<\/h3>\n<p>People love knowing they\u2019re talking to an expert. With <a href=\"https:\/\/www.ringcentral.com\/contact-center\/skills-based-routing.html\">skills-based routing<\/a> via your automatic call (and contact) distributor, you can send phone calls, messages, and emails about a certain topic directly to the agent who knows how to handle it best.<\/p>\n<p>Skills-based routing often means a better <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/first-call-resolution-industry-standard\/\" target=\"_blank\" rel=\"noopener noreferrer\">first call resolution rate<\/a> and more customers who trust in your service team\u2019s ability to get the job done.<\/p>\n<h3>11. Survey your customers (and employees) regularly<\/h3>\n<p>All of these other steps are well and good, but if they don\u2019t pay off in improved customer satisfaction, what\u2019s the point? That\u2019s why it\u2019s important to regularly and consistently take the temperature of your patrons, so you know if your ideas are paying off on the ground.<\/p>\n<p>There are lots of ways to survey your customers. Here are three we like:<\/p>\n<ul>\n<li>Single-question surveys at the end of service interactions and purchases<\/li>\n<li>Informal check-ins via phone, SMS, or email<\/li>\n<li>Yearly or twice-yearly long-form surveys for more in-depth feedback<\/li>\n<\/ul>\n<p>You can\u2019t know how well you\u2019re offering service across all of your channels without hearing from the people you\u2019re serving. Start small at first with a simple question on customer satisfaction or another targeted area (\u201cHow satisfied are you with the service we provide via social media?\u201d, perhaps) and go from there.<\/p>\n<p>P.S. Survey your service team regularly, too. They\u2019ll have firsthand knowledge of what customers are asking and where processes get bogged down.<\/p>\n<div class=\"box\">Read more: <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-survey\/\" target=\"_blank\" rel=\"noopener noreferrer\">\u201cCustomer Surveys: Supercharge Your Customer Experience\u201d<\/a><\/div>\n<h3>12. Use metrics to measure success<\/h3>\n<p>On top of the data you get from customer surveys, your customer service software churns out lots of information about interactions that you should be monitoring.<\/p>\n<p><a href=\"https:\/\/www.ringcentral.com\/call-center-metrics.html\">Call center metrics<\/a> won\u2019t just show you if you\u2019re on the right track to aligning vision with perception in your omnichannel customer service. It\u2019ll help you better map out your automated customer service journeys via interactive voice response, chatbots, and your FAQ pages.<\/p>\n<p>And with a comprehensive customer service platform like RingCentral, all of these metrics will come standard, with easy-to-understand visuals and dashboards:<\/p>\n<p><a href=\"https:\/\/www.ringcentral.com\/effortless-customer-engagement.html\" target=\"_blank\" rel=\"noopener noreferrer\"><img decoding=\"async\" class=\"aligncenter wp-image-6553 size-medium\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image2-161.png\" alt=\"RingCentral call center metrics\" width=\"629\" height=\"400\" \/><\/a><\/p>\n<h3>13. Reward your customer service team for a job well done<\/h3>\n<p>It doesn\u2019t need to be something big and splashy, or even have monetary value. But employee recognition is crucial to <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/employee-retention-strategies\/\" target=\"_blank\" rel=\"noopener noreferrer\">employee retention<\/a> and satisfaction.<\/p>\n<p>Remember how we mentioned all the data your <a class=\"waffle-rich-text-link\" href=\"https:\/\/www.ringcentral.com\/contact-center.html\">contact center<\/a> is gathering? You can use that data to see who on your team is doing great work that deserves some public praise. Maybe they\u2019ve got a great first call resolution rate or you see customers praising them by name on social media or in online reviews. Come up with some creative ways to show your appreciation and see how this positively impacts customer service overall.<\/p>\n<h3>14. Train your agents to upsell and cross-sell<\/h3>\n<p>Your customer support team has a lot of inbound contact with your current and future customers. Do they have the skills and training to do some basic upselling or cross-selling for you?<\/p>\n<p>For example: Let\u2019s say you run a small skincare business, with homemade products. A customer calls and says they love your products, but the latest lotion they bought gave them a rash because they have sensitive skin.<\/p>\n<p>With the right training, the agent who answers the call could tell them about your brand-new, fragrance-free line made especially for sensitive skin. The customer is so thrilled with this development that they put their refund right back into your store and buy three other products on top of it.<\/p>\n<p>Make sure your agents are well-versed in the products and services you offer, so they can connect your customers with the right products and services to help them. You never know how much money you might be leaving on the table if you don\u2019t.<\/p>\n<h2>Omnichannel customer service: easier than you think<\/h2>\n<p>It can seem daunting to expand your customer service into new channels. But meeting your customers where they are doesn\u2019t have to be a chore.<\/p>\n<p>Our biggest suggestion to you: if you\u2019re going to offer omnichannel support, go all-in and do it right. This means finding the right platform that combines all of your existing channels in one easy-to-manage screen instead of cobbling together different apps. Make sure the platform can grow with you, too, as you\u2019re likely to see some serious growth with a more diverse and customer-centric approach to your service.<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<hr \/>\n<div style=\"font-size: 14px;\"><sup>1<\/sup> pwc.com\/us\/en\/advisory-services\/publications\/consumer-intelligence-series\/pwc-consumer-intelligence-series-customer-experience.pdf<\/div>\n","protected":false},"excerpt":{"rendered":"<p>How many channels of communication do you offer right now to your customers if they need help? Go ahead and do the math, we\u2019ll wait. Now that you\u2019ve counted: how many of them are you doing well? It can be hard to stay on top of all the new channels for customer service, but an &#8230;<\/p>\n","protected":false},"author":29,"featured_media":46691,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[17901],"tags":[402,17857,18260],"class_list":["post-42361","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-leadership","tag-customer-service","tag-omnichannel-customer-service","tag-omnichannel-service"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Omnichannel customer service: a guide for small businesses | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Learn what omnichannel customer service is, how it\u2019s different from multichannel service, and best practices for implementing it for your 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