Robert Deignan is the Co-Founder and Chief Executive Officer of ATS Digital Services. Deignan received his B.S. from Purdue University. Recently, Robert Deignan gave his thoughts on omnichannel strategies. Deignan says that omnichannel strategies serve an important purpose by providing a great experience across multiple channels. In order to develop an effective omnichannel strategy, companies must make sure that they have a clear vision of how they want to promote their products. Deignan points out that ATS Digital Solutions has multiple channels that allow them to create a good omnichannel strategy. To help companies develop their own strategies, Robert Deignan spoke about the importance of having an omnichannel strategy.
Familiarity Is Key
Deignan points out that since the start of civilization, human beings have preferred things that are familiar to them. When a company can promote their brand across multiple channels, that allows customers to become familiar with the company very quickly. Without a good omnichannel strategy, people are less likely to support your company.
Manage Customer Expectations
When a customer visits a company’s website, they expect a customer support agent to be on standby in case they need help. With the proper omnichannel strategy, companies can create connections for both digital and non-digital channels. That allows companies to stand out from their competitors.
Robert Deignan points out that service agents are tasked with solving the technical issues of customers, which can be a difficult job. To assist service agents, Robert Deignan gave some insight into different ways that service agents can help support omnichannel strategies.
Develop Great Communication Skills
Communication is an important part of customer service. Without the proper communication, things will not function as they should. Deignan points out that agents should address the issue in a timely manner. Agents should keep things simple and be transparent. Effective communication will help agents establish a long term relationship with customers.
Customers expect to have their issue taken care of by the customer service agent. Agents who are knowledgeable are able to solve problems as they arise in a timely manner, which is beneficial to everyone.