Omni-channel approach has long proven its prominence at bettering the customer experience in several domains. Contrary to the conventional unilateral approaches, omni-channel experience offers greater reach, larger profits and increased customer satisfaction.
However, omni-channel experience can still be a pain for customers if it isn’t optimised in order to best satisfy their requirements. And it can be very difficult to pinpoint those discrepancies amongst several user interfaces vastly spread across a variety of platforms and devices.
It becomes a priority for businesses to develop their feedback mechanisms focusing on their Voice of the Customer (VOC) programs to better understand and enhance the customer experience given the ever increasing number of devices the customers use.
Here are the top 3 ways in which a Voice of the Customer program could help optimising the omni-channel experience:
1. Gathering Feedback from Every Touchpoint
A feedback loop strategically placed across every touchpoint – like mobile interactions, will enable businesses to collect robust data about where the customers encounter frustration.
2. Merging Analytics with the Voice of the Customer Program
Using the Voice of the Customer platform backed up with the analytics can allow the businesses to explain broader performance trends with the help of customer feedback.
3. Refining Customer Experience throughout All Channels
With the accurate feedback data to begin with, asking right questions at right touchpoints, and calling action on them, businesses can ease and improve the journey of their customers.
