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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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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