Omnichannel customer service consists of numerous interactions across multiple touchpoints between a customer, or prospective customer, and product or service provider during the time of sale, and throughout the customer lifecycle.
The term “omnichannel customer service” might seem like a buzzword. Simply put, it means allowing customers to reach you on any platform. Phone calls and email aren’t the only methods for long-distance communication anymore—customers want to text and use social media, as well as other methods.
Today’s tech-savvy customers expect seamless interactions, regardless of the various channels or devices they choose. Most companies can support multichannel customer engagement—voice, email, web. However, the challenge is to support multiple channels simultaneously within a single interaction. A lack of integration creates repetitive information, disjointed communication and, ultimately, frustrated customers and employees.
Genesys omnichannel customer engagement solutions let organizations create a seamless, well-connected customer experience while the Genesys Customer Experience Platform delivers omnichannel service through:
Deliver the engaging, integrated service your customers expect. Download the eBook to learn how to deliver an omnichannel customer service.