CXellent Ep2: Multi-channel v Omni-channel. What's best for my team?
“Is being omni-channel the solution to the frustration of my customers? Or do I need to fix other things first?”
We're very grateful to have had the chance to Peter Voor de Wind last week!
Peter is a support leader that scaled the support team at Swapfiets across 4 countries as their customer base grew from 10,000 to 200,000. On this episode, we discuss the differences between multi-channel and omni-channel, before discussing channel strategy and ticketing systems!
Episode 2: Multi-channel v Omni-channel
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QFCXQs
Here are Peter's answers to our QFCXQs (Quick-Fire Customer Experience Questions)!
Chatbots? Yes
Favourite CX tool? Zendesk
Best Customer Experience? In a bar
Outsourced or internal support? Internal, but depends on your goals!
Most important metric: Reply times
CSAT: Yes or No? No - "Effort Score, man!"
Key Moments
What is omni-channel? (3:59)
Multi-channel only works when it's omni-channel. (6:05)
Should I use a channel if I can't centralize my data? (7:33)
Is this new channel necessary? "As long as the problem gets solved, the channel doesn't matter". (8:52)
Is omni-channel the solution to my customer's problems? (10:00)
How do you change/remove a channel? (13:55)
How do you identify the channels that aren't working for your customers? (16:17)
Don't prioritize channels, prioritize topics. (17:55)
How do you know when it's time to change ticketing system? (20:11)
How do you manage that change as painlessly as possible for you, your team and your customers? (22:22)
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