Give Customers a Consistent Experience Across All Channels
Customer service channel preferences are shifting rapidly. While demand for phone service remains strong, consumers also expect to conduct business via web chat, email, SMS, mobile devices, social media and video chat. While these new channels give your business unprecedented opportunities to create quality customer experiences that promote loyalty and increase revenues, this promise only becomes a reality when channels are effectively blended so that customers enjoy consistent and contextual experiences across all contact methods.
Effective omnichannel service requires you to view the multichannel experience through the eyes of your customer. This means anticipating that customers often start in one channel and move to another as they progress to a resolution. In short, it means multichannel done right.
Widespread adoption of mobile devices and social media heighten the need for an omnichannel approach. Consumers expect to resolve service issues in their spare time using a mobile device, and they expect to seamlessly connect between a mobile service and the contact center. And they can immediately broadcast the results of these interactions—positive or negative—over social media channels such as Twitter, Facebook, LinkedIn and YouTube to influence perceptions of your brand.
Present a unified approach for a superior brand experience
A consistent brand experience entails much more than adding channels in silos. It requires tying phone and digital channels together so a consistent, granular and coherent view exists for not only real-time interactions but also for critical recording and compliance. Data must flow among channels to inform and improve interactions so that the agent has visibility into the customer profile as well as prior interactions across all channels—phone, digital, self-service and assisted service.
By seamlessly blending internet and phone-based service requests into a universal contact routing engine, all customer contacts are managed according to consistent business rules. This optimizes cost and quality. And when information from CRM databases and back-end systems is incorporated into routing decisions and displayed to the agent, customers receive personalized, effective service. Supervisors gain access to unified, real-time and historical reporting tools to track trends and improve performance across all contact methods. Agent quality is also assured through built-in multichannel recording, agent forecasting and scheduling tools.
Put simply: An effective omnichannel solution enables you to engage customers in longterm, profitable relationships—all while containing costs and ensuring consistent quality improvement.