Embracing Omnichannel: Strengthening Customer Connections

Hi Wash Weekly Family.

Today we’re tackling omnichannel support 🤯

Before you check out and close this email, let me explain what it is and why you need it in your garment care business.

First, what it is.

Omnichannel support is a fancy term for when a business assists its clients across multiple platforms, making each interaction seamless and part of a whole.

Think of it this way.

Clients are able to contact you through multiple channels: email, phone, chat, social media, SMS (text), and on and on.

Next, why you should use it.

Take a look at these stats:

• 75% of customers desire a consistent experience, regardless of how they engage a company (through social media, in person, by phone, etc.). (Salesforce)

• 64% of customers want to shop with companies that can meet their needs in real-time. (Salesforce)

If that wasn’t enough to convince you, hold on! You know your good friend Waleed has more to say!

Think about all the different ways you communicate with people throughout the day, both personally and for work.

You might use:

• SMS/text messages

• Email

• Call

• WhatsApp

• Slack

• Facebook (Meta) Messenger

• Instagram DM’s

• Facebook DM

• Linkedin DM

• Etc.

Look at that long list.

You probably don’t even like half of those platforms, but you use them because someone sent you a message on them.

Did you get that? Someone sent you a message on that platform — MEANING, that platform is the one they prefer.

People use the things that are most comfortable for them, even when communicating with your garment care business.

• You get a message on Instagram about your hours.

• You get an email about an order that is missing a bag.

• You get a text message about a missed delivery.

• You get a phone call about an out of order machine.

• You get a message on FB messenger that your delivery driver was rude.

Imagine if all those messages for all those platforms could be in one place for you and your team to read and respond to.

There is. We call it omnichannel support.

Your client can communicate with you on their favorite platform.

You have one software you log into to access all those messages in one place.

It’s all about meeting them where they are and making it easy to communicate with you.

Here are a few other things you can do with an omnichannel support system:

• respond to clients faster

• deliver a better support experience for you clients, team members, and yourself

• have a complete view of your clients support history

• integrate client sales data

• add notes to their accounts for everyone to know what has been done for the client to satisfy the issue

• use chatbots and AI to assist clients without you or your team getting involved

• create a knowledge base for clients to get the information they need on their own

• run reports on every interaction your clients have with you and your team

• set reminders and tasks for your team to follow up

• use workflows to automate repetitive tasks

These are a few omnichannel support systems we have used or looked at:

So what are some platforms that provide omnichannel support:

• Freshworks

• Help Scout (we use to channel all of our support emails from our website for the team to manage)

• HeyMarket (we used this platform when we ran all our support through email and SMS/text)

• A quick Google Search will show you plenty more.

Remember — the goal of omnichannel support is to provide a seamless experience for your client, regardless of the channel they use.

In doing so, you’ll build a successful garment care business with a loyal client base.

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TL;DR:

1. Omnichannel support provides a seamless experience for your clients, regardless of the channel they use.

2. Using it builds client loyalty and allows you to meet their needs in real-time.

3. There are countless benefits to an omnichannel support system.

4. My recommendations for platforms to use.

Til the next time, I’ll be here airing out some not-so-dirty laundry every Sunday!– Waleed 🏴‍☠️

I would love to hear your thoughts on this week’s topic– let me know in this issue’s survey below. And for more on the garment care business, connect with me on Youtube and Linkedin!

🧰 RESOURCES

• SMS/Text Message Survey Video

• Favorite Commercial Clients List

• Sales Letter Commercial Businesses

• Wash n Fold Sock Presentation

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❝ QUOTE OF THE WEEK

Openly share and talk to people about your idea. Use their lack of interest or doubt to fuel your motivation to make it happen.-Tod Garland

🎤 WASHERS REVIEW

Selected 😁 Loved It and wrote

“Texting is what everyone is use to now. So give the people what they want " - Andino