5 reasons to Simplify Your Omni-Channel Customer Service Approach

Emily Rosato
March 22, 2024
5 min read

In today's digital world, brands are always on the lookout for ways to enhance customer support. While the omni-channel approach has been popular to meet customers where they are, there could be a more effective solution for both customers and agents. Let’s dig in as to why:

  1. Overwhelmed Agents: Managing support across multiple channels can result in fragmented interactions, causing unnecessary back and forth along with delays toward a resolution. This can lead to duplicate inquiries when a customer feels like they aren’t being heard immediately. 😵‍💫
  2. Limited Contextualization: Support teams often lack a complete understanding of the customer's history and preferences. Ultimately, this leads to repetitive questions and inefficient problem-solving. 🤷
  3. Inefficient Workflows: Agents may struggle with complicated workflows and maintaining consistent responses across channels, resulting in a disjointed experience for customers. 😰
  4. Limited Customer Flexibility: Customers may face challenges when trying to switch channels seamlessly without having to repeat information, leading to frustration, dissatisfaction, and duplicate tickets! 🤸❌
  5. Missed Insights: Businesses constantly communicating via plain text results in a missed opportunity to uncover unprompted insights from their customer base which provides a more holistic view of customer feedback. 🕵️

But don't worry, there's a new hero in town! Enter Hark, an AI contextualization engine that guides customers through unique workflows and transforms the way brands handle customer inquiries by leveraging what everyone uses to communicate in today’s world: video. 🎥

Hark’s dynamic workflows enable a brand new world that includes AI coupled with video and audio so customers can easily share their POV. Agents now have a true understanding of how to solve the problem in one go. 🚀

With a fully contextualized ticket on the first touch, agents have a comprehensive understanding of the customer's history, context, and even sentiment. With drag-and-drop workflows, Hark enables businesses to guide customers through a personalized portal, simplifying the process for both customers and agents. 🙌

Having a database of video and audio messages right from your customers will influence and guide decisions across departments. The product team can make design decisions based on seeing and hearing customer feedback. Your marketing team can create campaigns with the customers' hearts in mind. Leadership can make more informed decisions than ever before with both qualitative and quantitative data at their fingertips. As a result, voice of the customer reaches new heights. 🌟

Overall, this new approach allows customer service to make invaluable use of their most prized asset: customer data.

Emily Rosato
March 22, 2024
3 min read

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