Why you should adopt omnichannel approach at your organization
What is Omnichannel approach?
Omnichannel approach is the leading solution for businesses that seek to provide customers with a seamless customer service experience, whether they’re approaching online from a desktop or mobile device, by telephone, email, social media applications, chat, or any other available channel.
Omnichannel as a business model, unify all available communication channels together and shares data between them, enabling customers to reach out companies using their favorite communication channel, and when it most convenient for them.
The omnichannel approach lets agents follow a customer conversation at any given time, without being limited into a single channel or spread across multiple conversation tabs.
Providing support through various communication channels within a single interaction is a true definition of a complete omnichannel customer experience, and the approach that is expected by customers nowadays.
what is omnichannel platform, and why your organization should use one?
The ultimate omnichannel platform will allow it users to conduct seamless communication between its support, sales teams and its customers at any time. this communication is normally done through bots, email, chat, video, voice, SMS, social media and other digital channels. The omnichannel platform is designed in order to provide it users with the entire customer journey information through real-time dashboards. The general view organizations can get from an omnichannel platform dashboard, along with extensive reporting and analytics, Makes the whole customer journey much more visible and comprehensive.
When choosing an omnichannel platform to serve your organization needs, make sure that the platform provides with a single interface for various channels, such as: SMS, phone, chat, email, video, etc. In order to save you the effort of maintaining separate integrations. The ultimate platform will allow you to add new channels to your contact center as they become popular and create custom channels with ease. CommBox omnichannel platform gives you a complete ownership of your customer interaction data across all channels while providing a single omnichannel interface to lead your teams to success.
Top reasons to use omnichannel platform at your organization
There are numerous reasons why you should adopt an omnichannel approach at your organization. besides of giving your customers and employees the most advanced solution, you will also:
1. Taking the load of your agents & improve agent productivity
The omnichannel platform Improve the agent’s efficiency, and capacity to manage customer requests by more than double, since it enable the agents to communicate with more customers simultaneously and through different communication channels. The ultimate platform will allow one inbox to manage all customer interactions from different channels. That way your agents will have more free time to create true based relationship with your customers and engage them with your product or service.
2. Save in costs & reduce customer response time
Response time is a key factor for securing a positive customer experience for your business. Omnichannel approach has a massive impact on immediate responses. It can resolve customer questions in just a few seconds. Therefore, it’s a proven approach for increasing customer satisfaction, the faster you provide with effective answers, the greater the likelihood the customer will be satisfy.
Furthermore, the use of omnichannel platform will immediately reduce the costs for your business. Incoming calls can be filtered properly so that simple requests can be dealt with automation and more complex requests are diverted accordingly to a skilled/available agent.
The omnichannel approach allows some customer interactions to be handled by bots, without the help of a human agent.
Implementing an appropriate omnichannel platform not only provides instant customer service for your customers but also permits agents to focus on the more exciting tasks.
The outcome will cause a boost in agent career satisfaction, meaning that you can exploit your retention rates and save money on staffing, whilst growing agent engagement with a more inspiring workday.
3. Provide the best customer service experience
Provide your customers the best service with an advanced omnichannel experience that unify all types of communications to deliver proactive, contextual interactions and an effortless customer service. It lets you generate seamless, tailored engagements across all channels during the whole customer journey.
Your customers, and agents can move between different channels without losing any data. Your organization can monitor even the most complex customer journeys using routing to automatically deliver requests to the most available agent. This is the ultimate approach to omnichannel customer engagement.
Implementing the right omnichannel solution
Adopting a successful omnichannel approach, will help your organization to achieve successful user experience, go beyond your customers’ expectations and elevate your brand reputation, which will keep your company at the top when it comes to happy customers. Keeping your customers satisfied with your product or service is non-negotiable nowadays.
