Human Empathy in Omnichannel Customer Experience Management: Necessity

Imagine you have ordered something and you have been waiting for that product to deliver, which is really important for you to reach on time. It should arrive on the date of delivery, it was supposed to be, but unfortunately, there was still no delivery by the end of the day. 

After a few moments, you track your order and find that the order has not been shipped. The reason behind that was an error found with the company you ordered your product from. Then you try to reach their customer service. 

Here let's imagine two scenarios:
In scenario A, You try to reach out to a relevant customer service agent and expect he will solve your problem. What really happens? You get connected to a bot. Replies are repetitive, and the problem is not resolved. Here you feel irritated, agitated or disappointed. You regret your purchasing decision from that particular brand.

But, In scenario B, you get an option to connect with a representative, and first of all, he apologies for the inconvenience caused and empathizes with your situation. Then he will try to resolve your problem by offering you options and staying in touch through your preferred channel until the issue is resolved. 

Which scenario would you choose to be more comfortable with? 
Of course, in scenario B, you will choose your brand to trust because transparent communication is better within a call, and their honest empathy towards customers indicates the politeness and loyalty of brands. This develops a great Customer experience, increasing customers' trust, loyalty, positive feedback, satisfaction and commitment to repurchasing sales. 

37% of surveyed customers expect to be associated with the same Omnichannel customer service representative no matter what medium they use because Omnichannel customer service solutions are growing. Industries need to come up with inventive modes to offer this benefit. Industries will be incapable of delivering omnichannel customer services if they are not familiarized. This will result in a failure of prestige and income.

47% of customers anticipate compensating products/purchases via a separate channel because the service provided is too slow or not helpful on different social media platforms. Industry can use Omnichannel customer contact center solutions to understand better their customers and their chat histories to provide personalized support. This is done by merging reactive channels with digital channels. 

Within the last six months, 54% of customers have risked resolving their queries by calling customer service, 48% of customers emailing, 27% of customers using self-service portals and 26% of customers visiting a store.

In the survey, customers indicated that customer service agents should portray empathy when providing support. This year, it has been exceedingly obvious how necessary it is to offer empathy when negotiating with customers. 

Many feel vulnerable, worried, and problematic because of COVID-19. The intermediate brand noticed a more than 100 percent gain in customer service calls ranked as ''problematic''. Worldwide, 59% of customers feel they want more promising customer care. 

Now, you will be thinking about what empathy here means? 
Being sensitive to someone else's feelings, thoughts, and experiences and experiencing them from their perspective is how we can define empathy. 

During difficult times, human empathy can be invaluable.
Customers want to be heard, especially in rough times like the one we live through right now. It will be necessary for agents to deal with clients who have lost jobs, businesses, or even loved ones. Even the smallest of incidents can have an enormous impact when faced with stressful situations.

As a business, you can make a difference to your customers' day and then turn into a long-term relationship with them. Be aware that even a tiny act of kindness can begin an entire trend. It's all it takes is compassion.