5 Omnichannel Customer Service Best Practices for Maintaining Customer Relationships

Your products or services might be the best in the world, but that doesn’t automatically guarantee sustainable success. Consumers are a pivotal part of your sales performance, and your relationships […]

Your products or services might be the best in the world, but that doesn’t automatically guarantee sustainable success. Consumers are a pivotal part of your sales performance, and your relationships with them directly impact the financial well-being of your brand. An omnichannel customer service approach is essential.


Incredible experiences are at the core of long-lasting customer relationships. Today, the customer experience is more important than your business’s prices and products. However, as consumer demands continue to rise, many brands struggle to step up to the plate.


Businesses that implement omnichannel support strategies will be the ones that come out on top. 

Customer support is the bedrock of solid customer relationships 

Your customer support team is the face of your brand. Whether on the phone or through live chats, customer service reps speak directly to customers.


Customer service can make or break a business’s success. Almost 90% of consumers would buy from a brand again if they enjoyed a positive customer service experience. If their experiences were poor, 61% of customers would say bye-bye to a brand.

Stellar customer support is the driving force behind brand loyalty. Three out of five customers believe excellent customer service is essential for staying faithful to their favorite brands.


Fantastic customer service will preserve customer relationships even when mistakes happen. According to our research, 93% of Americans are more likely to have patience around delivery delays with a brand they associate with good customer service.


Omnichannel strategies allow businesses to support their customers proactively. You can provide immediate, superior support across all platforms 24/7. 

Five omnichannel customer support best practices to follow 

Here are five omnichannel customer service best practices brands must follow to establish and maintain solid customer relationships.  

1. Reliable SMS routing 

Today’s customers expect reliable mobile services. With two-thirds of the world’s population being mobile users, more people are making smartphone purchases.


Unfortunately, brands can’t keep up with customers’ growing dependency on their mobile devices. About 90% of consumers reported negative mobile customer service experiences. And more than half of customers would be less likely to do business with a brand again if their mobile experience was lackluster.


It’s essential that customers receive your SMS notifications. Luckily, Mitto’s SMS platform ensures all of your communications come through. Our strategic network of 250+ mobile carrier operators (MNOs) lets us directly connect brands with customers throughout Switzerland, Japan, Argentina, and other regions. 

Mitto’s advanced AI-powered platform allows us to identify and prioritize the fastest and most cost-effective delivery speeds and message paths. Improve your bottom line while bolstering customer relationships. 

2. Meet customers where they already are 

One of the easiest ways to deliver outstanding customer service is to meet customers where they already are. A mature omnichannel strategy allows you to communicate with customers across all social channels, including Facebook, Instagram, WhatsApp, Twitter, and Viber.


An omnichannel communications model helps you provide continuous support and a seamless experience on every platform. 

3. Use chatbots for immediate assistance 

Lagging response times and impersonal communications are among the top customer service problems consumers experience. If you take too long to answer a question or resolve a complaint, your customers will become frustrated.


Automated replies are a great way to let customers know their inquiries have been received. Chatbots provide 24/7 support and can assist customers when service representatives are off the clock. 

4. Provide self-service options 

Savvy customers are also self-sufficient. As such, help consumers help themselves. Create resource pages on your website that serve as self-service options. Ask your customer support team what questions or concerns they hear the most. Based on their responses, develop an FAQ page that customers can reference. Some of the most common customer FAQs are:


  • When will I receive my order?


  • What is your return policy?


  • Can I change my order?


  • What are your shipping options?


Set up auto-responses so your chatbot immediately directs customers to your FAQ webpage. A live rep can pick up where the bot left off for more complicated requests.


An FAQ page also helps your customer service team. It can decrease the number of inquiries they receive and frees up more time for faster, quality responses. 

5. Keep things personal 

A one-size-fits-all approach to customer service doesn’t cut it. To enhance the customer experience, you need to tailor your communications to individual customers. Using customer data in your CRM, bucket your audiences by specific demographics, like age, location, and gender. This helps you to send relevant messages to the right recipients. 

Build stronger customer relationships with Mitto 

Mitto Campaigns makes it easy to provide incredible support across all channels. Choose your recipients, personalize your messages, and track your results from one intuitive dashboard. You can also segment your customers and schedule messages.


If SMS is part of your omnichannel strategy, use Mitto Conversations to manage your text messages. Engage with consumers with two-way conversations or create auto-replies for 24/7 support.


Contact Mitto today to learn which tools are best for your needs.