Reach your customers on every channel at any time with omnichannel customer service.

For today’s time-poor customers, calling for customer service is a thing of the past. Instead, they’re looking to get the answers to their questions wherever they may be, whether that’s through social media, WhatsApp, or your website. With FM Outsource’s omnichannel customer service solutions, you can engage with your customers and solve their issues however they choose to contact you. We provide outsourced omnichannel customer experience management that goes above and beyond.

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Phone calls are 5x more expensive than webchat interactions.

That’s because your customer service team needs to put in more time and resources for telephony than any other communication channel.

By transforming your traditional call centre into an omnichannel customer service contact centre, you can serve multiple customers at a time – maximising your internal resources without the added operational cost.

Where call centre agents could only assist customers over the phone, omnichannel contact centre teams are equally skilled in delivering excellent service via telephony, webchat, email, social media, and even new and upcoming channels.

We recommend innovative contact management software for every channel.

With the right software, your teams get a single view of the customer conversation, no matter how many channels they use to contact you or how many times they’ve sent the same query. This empowers your omnichannel customer service agents to get issues solved at the first point of contact.

And if you already have existing software, we can work with this too! We build flexibility into our processes, so no matter what tech you use, we can maximise results.

We offer bespoke omnichannel strategies that align with your operational goals.

We will build you a tailored omnichannel customer service solution that supports your business in the areas you need without charging you for unnecessary extras. We’ll bring the people, processes, and tech needed to help you drive revenue and growth.

With nearly a decade of experience managing omnichannel customer care, we’re experts at implementing customer service strategies to help you save money and deliver the premium service your customers deserve.

Outsource your customer service and you can…

  • Provide an omnichannel customer experience.
  • Create a single customer view for a streamlined experience.
  • Deliver customer service 24/7, even when you’re offline.
  • Reduce duplicated contacts, making customers feel cared for.
  • Resolve your customers’ issues faster and more effectively.
  • Lower costs and maximise resources.
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Experts in the entire customer journey.

People
Process
Technology

People

To successfully transform your call centre into an omnichannel customer service centre, advisors must be versatile and quick to adapt to new channels.

At FM Outsource, our highly skilled customer care agents are trained on an ongoing basis to ensure they are well equipped to handle any enquiry, no matter the channel.

Process

Having a robust omnichannel strategy in place is key to setting your business up for success.

Our tailored strategies address all aspects of the omnichannel customer care model and ensure our processes align with your internal teams. So, your customers will always get the best experience.

Technology

With sophisticated contact management software, you can ensure your customer service teams have the tools they need to best serve your customers.

We can provide you with the right technology, enabling you to save time, money and resources – all whilst delivering outstanding customer service.

Improving brand reputation for our clients.

FM Outsource does more than provide omnichannel customer service solutions; we always push that extra mile.

Our client – a household name in the health and beauty sector – reached out to FM Outsource to digitally transform their customer service offering. Within 10 months, we had improved their review score to 4 out of 5 stars. And, in 2021, they were independently ranked as one of the most trusted brands in the world alongside fashion giant Dior.

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Experienced omnichannel consultants in any sector.

Our experts are adept at creating efficient, effective customer service strategies across a range of industries. So, no matter who you are or how you service your customers, we can help you build more streamlined customer care processes.

Retail
Logistics
Insurance
Utilities
Finance
Public sector

Frequently asked questions

What is omnichannel customer service?

Simply put, omnichannel customer service is any customer service or care activity delivered over one or more channels. These are usually digital channels and can consist of everything from phone calls, email, social media and even text messaging. Omnichannel naturally implies ease and effectiveness, often being linked with digital technology that not only means more customer service options but better tracking and delivery also.

Why are omnichannel customer service solutions important?

Omnichannel customer service solutions are important because they provide more choices for customers and more avenues for businesses to explore when delivering customer care. As they are often digital in nature, they make up part of an organisation’s digital transformation, which is an integral part of modernisation.

What are the benefits of omnichannel customer service?

Omnichannel customer service has a number of key benefits that make it an attractive option for businesses and customers. Firstly, it offers more choices for digitally-engaged customers, allowing them to contact brands through a variety of means. These avenues are often faster and more efficient to deal with than traditional telephony too, meaning businesses spend less and achieve more in customer service. With an integrated digital element, businesses can also track customer care with greater clarity and ease, helping them to answer queries faster and develop brand love with their customers.

What are examples of omnichannel experiences?

A good example of an omnichannel customer service experience would be emailing the customer service department of your favourite retailer to find out when an item will come back in stock. Likewise, you might use a chatbot on the website to navigate you to where you want to go, or a text message to rate the quality of your service once you’ve finished your purchase journey.

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Get in touch

If you’re ready to elevate your customer service to provide a better experience, speak to our UK-based experts today. We’re on hand to help you find the best solution for your requirements.

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