If you’re a SaaS business, you already know how important it is to build an omnichannel customer experience. Your customers expect to be able to interact with your products and services seamlessly across multiple channels, such as their mobile devices, websites, and social media sites. If you don’t have an omnichannel experience set up for your customers yet, don’t worry—we’ve got some ideas of how to get started!
Creating an omnichannel customer experience
As a SaaS business, you’re creating an omnichannel customer experience when you offer your product or service across multiple channels. This could be using a chat widget on your website and offering support through WhatsApp, to selling your SaaS solution in an app store or Facebook page. With the right planning and resources, it’s easy to put together an omnichannel strategy that will engage customers across all of their devices and make them feel valued.
Here are five ways to build an optimized omnichannel customer experience:
- Use chat widgets to interact with customers on their smartphones or desktop computers. Chat widgets allow users to communicate with businesses without having to wait for someone on the other end of the phone line or fill out complicated forms online (which they often don’t have time for). You can unite all of your channels (think email, Facebook Messenger, WhatsApp, and Live chat) and reply from one place to offer a unified and consistent level of customer support
- Provide 24-hour support instead of just 9-5, Mon-Fri. Now before you get scared, this can be proactive support – you don’t need to be online 24/7. Companies can significantly improve how quickly people get answers from FAQs, support articles, and videos.
- Offer tutorials about how each feature works so new users know where everything is located every time they log into their account(s). If someone finds something confusing while navigating around inside their dashboard then by setting off tooltips, guides, and in-app messages, at the right time, they’ll know exactly what steps to take next before moving forward further down the path toward success.
- Use behavioral email campaigns to send users relevant messages, depending on where they are in the onboarding process. This not only speeds up the conversion funnel but also reduces the time to value for the user, and offers a personalized experience.
- Ensure that your company’s brand and reputation is consistent across all channels – ask your users for feedback using tools like review sites and NPS surveys, and make sure that when users go to investigate and interact with your product outside of your website, they understand the same message about what you have to offer.
It’s important to offer the same services and level of quality regardless of where the customer is interacting with you.
When a customer is looking for a SaaS product, they want to be able to get the information they need in one place. It’s important to offer the same services and level of quality regardless of where the customer is interacting with you. If a customer wants help with an issue, they should be able to access support across all channels so that they don’t have to learn new processes when they interact with you or wait longer than necessary because their question wasn’t answered on Twitter but only on Slack.
If the user experience is not seamless, then customers will drop off.
Customers expect to get consistent levels of quality from you wherever they interact with you. If the user experience is not seamless, then customers will drop off. You need to be able to provide the same level of quality regardless of where the customer is interacting with you.
Use chat widgets to direct customers
- Chat widgets can help customers find the answers themselves without getting in contact.
- Chat widgets can help customers get to the right content quickly.
- Chatbots can take some of the weight off of customer service teams by directing customers to the most helpful content or to a person who can answer their questions.
Customers expect to get consistent levels of quality from you wherever they interact with you
The customer experience should be consistent across all channels. This is one of the most important things that customers expect, and it’s something you can deliver by making sure your team has the right tools.
When you provide excellent service, people will feel good about their interactions with your company and will recommend you to others. If they have a bad experience with your product or service, they won’t come back again—and they’ll tell others about it as well!
Omnichannel experience with your brand across all channels
This is an important aspect of omnichannel customer experience. You want your customers to feel that they have the same experience no matter where they’re interacting with you, and consistency is one way to accomplish this. If a customer sees a new video on Facebook and then tries to find it on YouTube, they should be able to find it easily.
The content you provide should be consistent across all channels—the text, images, and video content should be the same; the language should be the same, and even the tone and style of writing can remain consistent (as long as it’s not too robotic).
Link your in-app experience to the offline one
By tracking users’ actions within your app or platform you can offer great customer experience not only within the platform but also outside of it too. If you’ve got users who are using specific features, send them an email to help them get the most out of said features. If there’s an area of your tool your clients aren’t using, but that could be beneficial to them, let them know. This can also be beneficial for upselling certain product features you have available – there are actually many different types of emails you can send your users to improve their customer experience.
The key to a successful omnichannel customer experience is consistency. Customers expect to get consistent levels of quality from you wherever they interact with you, and if they don’t, they will leave. It’s important to offer them the same services and level of quality regardless of where or how they interact with your company.