42 percent of customers who complain in social media expect a response within 60 minutes. 24 percent of them expect it even faster – within 30 minutes. For email, the time frame is similar, 60 minutes is considered acceptable, while 15 minutes qualifies as world-class service in the eyes of the customers.
Why the similarity, you ask?
Well, it’s quite simple. It’s all about the omnichannel. Clients no longer differentiate between channels and, more importantly, they don’t want you to differentiate either. This means that they expect to have a seamless experience across channels. Whether they contact you via social media, email, web chat or phone, they expect the same brand experience.
As a business owner, this means seamless integration of all your tools and channels. However, for a small business owner, this seems a bit more complicated. Isn’t it too expensive? Can a small team ensure seamless integration and experiences? Do you have the resources to handle it?
We say “yes” to all the questions above, and we have the tips for you to achieve the kind of integration your customers expect.
1. Make Sure Your Teams Are Cross-Functional
Sales, customer service, marketing – everyone has to speak the same language. Moreover, to be ready to offer the same experience to each customer, whenever and wherever they interact with them.
2. Consider All Your Touchpoints
Don’t just think about the digital ones. Whether you are e-commerce or a brick and mortar business, you can achieve seamless integration through omnichannel if you make sure you’re not letting anything out.
Phone, instant chat, social media, email, in-store touchpoints, sales clerks – do all these offer a unified experience for your customers?
3. Sync All Your Data
The key to seamless integration is a single point of access. If your CRM and email marketing tools aren’t synced, how can you be expected to offer a unified experience to all your (potential) customers?
Software integrations from Cazoomi can help you easily unify cloud, on-premise or plug-in applications. Marketing, Sales, eCommerce, Support Services, and Accounting can all live under the same virtual roof.
Thus, you save hours of your teams’ time every week, and you make sure that everyone speaks the same language at all times.
Better yet, this solution is ideal for businesses of any size. It’s easily scalable, so the number of apps you use can easily grow when your business grows.
The fact that small businesses can’t afford the same tools that big players do is a common misconception. Irrespective of the size of your company, the most important thing is your mindset. Plan everything with growth and unity in mind and seamless integration will be a breeze.