Many of today’s businesses are investing in omnichannel CX software to unify customer interactions across phone, email, chat, social media, and more.
But how do you measure the true value or ROI (Return on Investment) of your omnichannel customer service strategy? Understanding and tracking the right metrics not only helps justify your investment in customer experience (CX) software and contact center software, but also guides continuous improvement to boost customer satisfaction and operational efficiency.
In this article, we’ll explore the key metrics you need to track to evaluate the ROI of omnichannel customer service and demonstrate its impact on your business.
What is Omnichannel Customer Service?
Omnichannel customer service integrates all communication channels into a single, seamless experience. Unlike multichannel, which treats each channel separately, omnichannel ensures that customers receive consistent, personalized support no matter how they reach out.
This approach relies heavily on advanced contact center software and CX software platforms that unify interactions and provide agents with a holistic view of the customer journey.
Why Measuring ROI on Omnichannel Customer Service Matters
Investing in omnichannel CX technology can be significant, involving costs for software licenses, training, integration, and ongoing maintenance. Measuring ROI helps you:
- Justify the investment to stakeholders
- Identify which channels and strategies deliver the best results
- Optimize resource allocation and improve customer satisfaction
- Drive continuous improvements in your contact center
Key Metrics to Track for Omnichannel Customer Service ROI
1. Customer Satisfaction Score (CSAT)
CSAT measures how satisfied customers are with their service experience. Collect feedback immediately after interactions across all channels to get an accurate picture.
- How to track: Use surveys integrated into your omnichannel CX software.
2. Net Promoter Score (NPS)
NPS gauges customer loyalty by asking how likely they are to recommend your company. It provides insight into long-term customer sentiment beyond individual interactions.
- How to track: Conduct periodic surveys across multiple channels.
3. First Contact Resolution (FCR)
FCR measures the percentage of customer issues resolved on the first interaction, regardless of channel.
- How to track: Leverage your contact center software to track resolution status across channels.
4. Average Handle Time (AHT)
AHT tracks the average time agents spend resolving customer issues, including talk, hold, and follow-up time.
- How to track: Use analytics tools embedded in your CX software.
5. Customer Effort Score (CES)
CES measures how easy it is for customers to get their issues resolved.
- How to track: Ask customers to rate the effort required after each interaction.
6. Channel Mix and Usage
Track which channels customers prefer and how they use them (e.g., chat vs. phone vs. social media).
- How to track: Analyze data from your omnichannel CX software dashboards.
7. Cost Per Contact
Calculate the average cost of handling a customer interaction across channels.
- How to track: Combine operational costs with interaction volume data.
8. Agent Utilization and Productivity
Measure how effectively your agents are handling contacts and their workload balance.
- How to track: Use workforce management tools integrated with your contact center software.
9. Customer Retention Rate
Track the percentage of customers who continue doing business with you over time.
- How to track: Analyze CRM data alongside customer service interactions.
10. Revenue Impact and Upsell Rates
Measure how omnichannel customer service contributes to sales through upselling, cross-selling, and customer lifetime value.
- How to track: Integrate sales and service data for comprehensive analysis.
How to Maximize ROI with Omnichannel CX Software
- Leverage AI chatbots and automation: Reduce costs and speed up responses without sacrificing quality.
- Use speech analytics: Gain insights into customer sentiment and agent performance.
- Invest in real-time agent assist tools: Improve first contact resolution and customer satisfaction.
- Continuously monitor and optimize: Use data-driven insights to refine channel strategies and agent training.
The ROI of omnichannel customer service goes beyond simple cost savings. By tracking the right metrics—such as CSAT, FCR, AHT, and customer retention—you can clearly demonstrate how your investment in omnichannel CX software, contact center software, and related technologies drives better customer experiences and business growth.
To unlock the full potential of your contact center, focus on continuous measurement and optimization. This will ensure your omnichannel strategy delivers maximum value in 2025 and beyond.
