Seeking customer support in the old days was super simple – you pick up your phone, dial the number, and get right to it. But those days of relying solely on phone calls, or even emails, for customer support are long gone. After all, it’s 2025; times have changed and the traditional ways of seeking support had their own challenges and limitations.
At present, businesses that want to deliver excellent customer support must embrace omnichannel support strategies. These multichannel strategies cater to customers wherever they are – be it live chat on the company website, they social page or even AI-driven self-service portals.
Internet or social media-based customer support is super popular right now. After all, the total number of internet users across the world, as of February 2025, was 5.56 billion. This means that 67.9 percent of the global population is on the internet. Drilling into the numbers, we find around 5.24 billion – 63.9 percent of the world’s population – use social media.
Hence, it’s easy to see why internet-based media is so popular amongst those who need customer support. At the same time, live phone calls are equally important in this era. In fact, 71 percent of Gen Z prefer contacting customer support via live phone calls.
A growing number of companies have embraced these trends and now offer an omnichannel experience, where support is available by phone, social media, email, chat, or even AI-assisted self-service portals. Though it sounds complicated, an omnichannel approach can be a game-changer if done right. Below are five best practices to guide you in delivering an exceptional customer experience across every channel.
Table of Contents
1. Unify Customer Interactions Across All Channels
One of the biggest frustrations customers face is having to repeat their issues every time they switch from one channel to another. They might chat with a bot, then call the support line, then send an email—only to be asked for the same details again and again.
According to Blue Valley Marketing, an integrated system fixes this by consolidating customer interactions into a single view. That way, no matter which route a customer chooses, an agent can see their entire history—previous orders, old tickets, and any updates.
Short Story #1: Reservation Made Easy
John runs a small but busy restaurant. A customer once called to book a table, then messaged the restaurant’s social media page to reschedule. Because John’s system automatically linked the reservation number to the social media chat, the staff knew exactly who it was and made the change immediately. The customer never had to re-explain a thing. Thanks to this convenient process, the diner not only returned but also brought more people with him on later visits.
Why Does Unification Matter?
- Less Repetition for Customers: Nobody enjoys recounting the same issue multiple times.
- Less Time Wasted for Agents: If an agent sees all past conversations, they can immediately focus on offering a solution.
- More Personalized Interactions: Agents can quickly reference past preferences or unique concerns, showing customers that they matter.
2. Leverage AI to Enhance Call Center Operations
Artificial intelligence has come a long way. A recent global survey by Gartner suggests that businesses are increasingly using AI to handle repetitive inquiries, interpret customer sentiment, and even offer real-time coaching to agents during live calls.
Chatbots, predictive analytics, and automated follow-up systems all free up human staff to handle more complex issues. But successful AI integration means more than just plugging in software. It requires thoughtful planning about which tasks should be automated and which demand a personal touch.
Real-Time Support and Insights
AI tools can instantly pull up knowledge base articles for agents, or even detect a frustrated tone in the customer’s voice and nudge an agent to show more empathy. These capabilities let agents solve problems faster while still connecting with customers in a genuine, human way.
Short Story #2: Launch Day Chaos
A small software company released a major update. Support lines lit up with customers unsure how to use the new features. Instead of tying up every agent on the same question, the company introduced a chatbot powered by AI. The bot answered the most common how-to queries right away. That took a big load off the support team, who could then focus on trickier, less predictable issues. Customers got speedy answers for routine questions and personalized help for bigger problems.
Tips for Effective AI Use
- Keep a Human Touch: AI excels at quick fixes, but customers still want to talk to real people for complex or emotional concerns.
- Train Staff on AI Insights: If an AI tool senses frustration, agents should know how to de-escalate the situation.
- Update AI Regularly: As products or services change, AI systems must be refreshed so they stay relevant.
3. Personalize Customer Experiences Using Data
Generic responses might have worked in the past, but personalized support is the new standard. When you remember a customer’s purchase history, preferences, or support tickets, they feel heard and valued. A study from Segment (cited in various marketing forums) showed that more than 70% of consumers find impersonal experiences frustrating, and many will take their business elsewhere if they don’t feel recognized.
Tailored Interactions
Collect data—like previous orders, browsing behaviors, or even how a person interacts with your emails. That information can help you craft customized solutions and product suggestions. In a call center, it might mean letting the agent see not just the customer’s current complaint, but also past issues or any feedback they shared in a survey.
Short Story #3: A Birthday Surprise
An online retailer began sending small birthday discounts based on stored customer data. One day, a regular shopper who had recently had a poor experience with delayed shipping got a timely birthday coupon. Moved by the gesture, she not only used the coupon but also posted on social media about how the retailer remembered her birthday. The “wow” factor came from a simple bit of data awareness, turning a frustrated buyer into a loyal advocate.
Why Personalization Works
- Higher Satisfaction: People respond better when they feel seen and heard.
- Faster Problem-Solving: Agents can more easily forecast potential pain points from past behavior.
- Stronger Loyalty: By building trust and showing empathy, you encourage repeat business.
4. Train Agents to Excel in Omnichannel Support
Having great tools means little if your staff isn’t ready to use them well. Omnichannel support means a customer might start with a chatbot and then switch to a phone call or social media. Agents must be prepared to pick up wherever the technology leaves off.
Beyond Basic Training
Traditional call centers often focus on phone etiquette. That still matters, but omnichannel agents also need to understand how to interpret text-based chats or handle inquiries on platforms like Facebook or X. Each channel has its own style and pace.
- Social Media: Responses should be short but warm, acknowledging a public audience.
- Email: Agents have more space to give detailed instructions but should remain direct and clear.
- Live Chat: Quick, real-time typing is essential, along with the ability to escalate to a call if needed.
Training should also include soft skills like empathy, conflict resolution, and reading emotional cues—skills that matter even more when people are frustrated.
Short Story #4: The New Social Media Specialist
A manager at a travel company told me about an agent promoted to handle social media queries. She was enthusiastic but soon felt overwhelmed by the rapid pace of questions and the occasional angry public comment. After a few weeks of specialized training—learning how to keep responses concise, handle trolls, and quickly escalate serious issues—she found her stride. The manager says customers now praise the company’s “quick and friendly” service on social platforms.
Continuous Skill Development
Omnichannel trends evolve. Keeping up means offering ongoing training, holding team huddles to discuss challenges, and inviting feedback from agents on the front lines.
5. Prioritize Speed Without Sacrificing Quality
The world is moving ,much faster, and customers expect quick replies. Yet nobody wants a rushed answer that doesn’t resolve the problem. Striking the right balance can be tricky, but it’s doable with the right approach.
Intelligent Routing
Use a system that sends inquiries to the best-suited agent. This could be based on the agent’s expertise, language skills, or current workload. If a particular agent excels at resolving billing issues, funnel related calls to them. This approach speeds up resolution by reducing transfers and guesswork.
Real-Time Assistance
AI-driven dashboards can show an agent’s workload, waiting customers, and the nature of each inquiry. Supervisors can step in if an agent is swamped or if a specific customer issue needs specialized attention.
Short Story #5: The Overflow Plan
A medium-sized retail company gets inundated during holiday sales. To handle the surge, they set up an overflow queue that routes extra calls to a partner team. Their data showed this method cut wait times in half. Customers appreciated being greeted by a calm, competent agent, even if it was a busy season. In fact, many commented they didn’t realize how hectic it must be behind the scenes because the experience felt smooth.
Why It Works
- Less Frustration: Shorter wait times put customers at ease from the start.
- Better Agent Performance: Agents stay energized and focused when they’re not overloaded.
- Quality Stays Consistent: With the right routing, the most skilled person handles the request.
Making Omnichannel Support a Reality
The era of single-channel support is gone. If your business relies on phone calls or emails alone, you risk missing a big portion of your audience, especially those who spend more time on social media or prefer quick messages through chat. But adopting multiple channels just for the sake of it can lead to disorganized customer data and frustrated teams. The real key is integration—making sure every new channel is part of a well-planned strategy.
Balanced Technology and Humanity
A balanced approach means letting AI handle repetitive tasks while keeping your human agents free to solve complex issues. It means giving each channel a consistent tone and offering unified customer histories. And it means investing in ongoing training so your team stays on top of new tools and platforms.
Building Lasting Relationships
When customers feel they can reach your company quickly on their preferred channel—and that you remember them—it builds trust. They’ll come back not just for products or services but also for the comfort of knowing they’ll be treated well.
Learn More and Stay Ahead
Omnichannel support isn’t just a trend; it’s the new standard in customer service. Businesses that excel here often see stronger customer loyalty, higher satisfaction scores, and even improved sales. If you want to explore more strategies to elevate your approach, consider reaching out to Blue Valley Marketing for specialized guidance.
They share additional insights and success stories in their blog, where you can learn about real-world implementations and tips for boosting your support channels. Whether you need a comprehensive plan or advice on a particular challenge, their resources may spark new ideas for how to refine your omnichannel strategy.
In Closing
If you unify channels, leverage AI wisely, personalize interactions, invest in training, and keep an eye on both speed and quality, you’ll be well-positioned to meet the demands of 2025’s connected world. Customers want smooth, memorable experiences, and an omnichannel approach can deliver exactly that.
Consider how each point might fit into your own organization. Think about the stories shared here—like the restaurant that seamlessly handled a reservation change through social media, or the software company that let a chatbot handle repetitive product questions. Small changes can make a big difference.
By adopting these best practices, you’re not just adding more ways for customers to contact you. You’re investing in a holistic experience that remembers who they are, offers quick solutions, and shows genuine empathy. That’s what exceptional customer experiences in 2025 are all about.
Last Updated on May 11, 2025 by Ronen Ben-Dror