Omnichannel messaging

Omnichannel Messaging lies at the heart of modern customer communication. It effortlessly transcends traditional messaging systems by combining scattered platforms to make harmonious customer outreach a reality. Now is the dawn of Omnichannel messaging - a strategic bedrock meticulously calibrated to provide a unified communicative experience.

Explore Omnichannel Messaging with the Freshworks Customer Service Suite

What is omnichannel messaging?

Omnichannel messaging means reaching out to your customer base across all messaging channels–WhatsApp, Facebook, SMS, and everything else in between. It offers a cohesive form of customer interaction where they can continue unhindered conversation across all the different channels they use. 

The omnichannel messaging strategy is informed by a unified, customer-centric approach, eliminating the need for customers to explain themselves repeatedly to multiple representatives. At the same time, it is a valuable strategy to bolster customer leads. 

Omnichannel messaging is made possible by robust software, such as Freshworks Customer Service Suite, that allows teams to access all customer messages at a single hub. 

Let us look at compelling reasons to understand why your business needs an omnichannel messaging approach right now!

What are the benefits of omnichannel messaging?

Modern customer communication needs to be quick, effective, and fluid. Omnichannel chat transcends platform boundaries to make this possible. 

Here are some of the benefits that omnichannel messaging brings to your brand:

Unified customer experience

A unified experience that is consistent, cohesive, and integrated is what lies at the forefront of omnichannel messaging. Both customers and agents can seamlessly switch conversations between different platforms. You can receive notifications, reply to, and manage all customer messages from a single screen. 

Instantaneous responsiveness

Real-time responsiveness is paramount in satisfying modern customer expectations. Omnichannel software drastically reduces response time by bringing every conversation to one place with an adequate context. 

Moreover, multiple agents can collaborate on queries. This makes answering questions and resolving issues almost seamless, as agents no longer have to wade through numerous platforms or respond to the same query twice.

For instance, Applian Technologies reduced their ticket response time by 25% using Freshworks Customer Service Suite omnichannel support. 

Automation support

Many businesses implement chatbots for quick customer outreach. With omnichannel chat, AI can respond to customer queries more efficiently, increasing customer satisfaction and reducing email escalations. 

Improved engagement

A Forbes study showed that businesses equipped with omnichannel support received an engagement rate of 18.96%, compared to just 5.4% on a single channel. It is because efficient customer engagement boils down to delivering the right message at the right time. 

With omnichannel messaging, you can track customer behavior and preferences across channels. This lets you estimate when and where your customers are most receptive. Efficient data collection also aids in superior personalization.

Elevated brand visibility

Establishing communication through new channels bodes well for businesses, as new and upcoming channels are always a hotbed of customer acquisition. In fact, 57% of customers now use WhatsApp for brand communication. Omnichannel messaging thus opens doors to newer customer types from across different platforms.

The complete guide to delivering an omnichannel customer experience

Why is omnichannel messaging important for businesses?

Omnichannel software no longer remains an optional add-on for your business. It is an inevitable imperative. 

Let us look at why omnichannel messaging is essential for your business:

• Operational efficiency: By streamlining the communication process, OM reduces internal friction and creates an efficient workflow. It wards off repetition that causes delays and lowers customer retention.

• Increased sales: OM opens doorways to holistic customer insights you can leverage to enhance and personalize their purchase experience. The result: increased sales and repeat purchases.

• Strategic allocation of resources: Through omnichannel chat, you can easily identify high-impact channels for consumer groups, allowing you to invest prudently in the right resources. 

• Scalability and adaptability: Omnichannel Messaging platforms improve business scalability. They can easily adapt to business growth spurts, guaranteeing constant effectiveness and relevance according to contemporary market trends.

• Customer centricity: Placing the customer at the center of your business lets you foster strong connections and brand loyalty and increase Customer Lifetime Value (CLV).

Break the ceiling and skyrocket your business with Freshworks Customer Service Suite. Try it today for free.

Tips and strategies for using omnichannel messaging:

Omnichannel messaging is the most effective tool for customer communication now. However, there are certain actions you can take to make the best out of your OM strategy and maximize gains.

Map customer journeys

Efficiently use the data that you obtain through your channels. Develop a comprehensive customer journey map and update it regularly to determine touchpoints and pain points accurately. 

Offer top-notch personalization

Use customer insights to offer the highest level of personalization and customization, improving overall customer satisfaction.

Keep your representatives up to date

Regularly give your employees training to update them regarding recent software launches, functionality, or new integrations so they can best use your omnichannel software.

Encourage collaboration across departments

Your marketing, sales, and customer service departments can access the data generated from OM systems. Ensuring collaboration through a unified platform enables a cohesive strategy that pushes the overarching business goal forward. 

What are the features of Freshworks’ omnichannel messaging platform?

The Freshworks Customer Service Suite, built on the power of omnichannel messaging, is an ideal platform that comes with advanced features, such as built-in AI, chatbots, and a truly omnichannel approach that covers everything from text messaging to social media.

A unified inbox 

Freshworks lets you interact with your customers from any platform. You can access all queries from channels like WhatsApp, Email, SMS, and many more at a singular location. 

Automated omnichannel self-service

Freshbots, Powered by Freddy Self Service, comes bundled with the Freshworks Customer Service Suite. They can quickly answer customer queries from many channels and deflect up to 70% of conversations, freeing up valuable time for your team. 

Always-on AI

Freddy Copilot is Freshworks Customer Service Suite always-on AI. It empowers agents to carry out real-time personalization for customers. The assistant can prompt responses and recommend optimal actions. It can also summarize events for quick overviews.

Advanced collaboration

You and your colleagues can come together on a singular platform with the Freshworks Customer Service Suite. Share customer data in real time or view all tickets collectively. 

Faster, smarter decision-making

Backed by Freddy Insights, your Freshworks Customer Service Suite gives you a clear picture of your team's performance. It scours performance data, looking for avenues to improve productivity. Plus, it recommends and executes remediation actions. 

Omnichannel messaging by Freshworks Customer Service Suite

The Omnichannel messaging capability of the Suite is frequently discussed, as few solutions can rival the exceptional quality and features offered by Freshworks:

• Freshworks Customer Service Suite comes as a one-stop shop for all your customer service needs. It excels at providing state-of-the-art conversational support and advanced ticketing powered by Generative AI.

• The Freshworks Customer Service Suite comes with 1200 useful integrations. While other software may make it complicated to set up and get integrations working, Freshworks makes setting them up a breeze.

• With features like a unified agent workspace across email, call, chat, and messenger apps, proactive insights on team performance, and customised views of conversations based on their priority, your teams can offer best-in-class service experience to consumers. 

• Launching bots for automation systems takes hours rather than weeks. Unlike other customer service tools, you can also automate advanced complex and advanced queries. This is made possible by connecting your Freshworks Customer Service Suite to your CRM or ERP, as needed. You can use automation features across multiple channels. 

• Industry giants like BEL USA, NAVBLUE, and Jupiter, to name a few, all trust Freshworks Customer Service Suite for their customer communication, making it the most versatile and effective Freshworks Customer Service Suite you can invest in.

Why do customers choose Freshworks Customer Service Suite for omnichannel messaging?

Why should you pick the Freshworks Customer Service Suite over others? 

Simply because not many solutions can match the quality and features that Freshworks provides:

• Freshworks Customer Service Suite comes as a one-stop shop for all your customer service needs. It excels at providing state-of-the-art conversational support and advanced ticketing powered by Generative AI.

• The Freshworks Customer Service Suite comes with 1200 useful integrations. While other software may make it complicated to set up and get integrations working, Freshworks makes setting them up a breeze.

• With features like unified inbox across email, call, chat, and messenger apps, team performance indicators, and auto-priority determination inboxes that provide detailed customer journey maps, your teams can offer best-in-class service experience to consumers. 

• Launching bots for automation systems takes hours rather than weeks. Unlike other CRM tools, you can also automate advanced complex and advanced queries. This is made possible by connecting your Freshworks Customer Service Suite To your CRM or ERP, as needed. You can use automation features across multiple channels. 

• Industry giants like BEL USA, NAVBLUE, and Jupiter, to name a few, all trust Freshworks Customer Service Suite for their customer communication, making it the most versatile and effective Freshworks Customer Service Suite you can invest in.

Messaging channels integrated with Freshworks Customer Service Suite

Omnichannel messaging is about making your brand visible across the widest range of platforms. 

Freshworks Customer Service Suite achieves this with stellar execution. Freshworks provides integration with all popular messaging apps, including:

• WhatsApp for Business
• Instagram
• Emails

• Google Business Messages

• SMS

• Facebook Messenger
• LINE

• Web and Mobile

• Telegram

With the added advantage of letting you easily integrate any channel of your choice.

Get free access to these strategies and features today with Freshworks Customer Service Suite.