Omni-Channel Communication

Ring, Buzz, Ding, UhOh, You got Mail…  Ok so the last one we don’t hear very often anymore, 🙂

but you get the point;)

We have different methods that we prefer to communicate and for different reasons, and as such, marketers and support staff must be able to navigate through the preferred channel of the customer, at the right time.

A customer who needs urgent assistance may prefer calling a customer service representative, while a customer who is just interested in a price quote would rather send an email or a message. Similarly, customers would also like to be reached in different methods depending on the situation, the time of day and other considerations.

To make matters more complicated, customers also like being recognized. They don’t want to repeat a specific request, complete a new profile and they want the company they’re interacting with to follow up when necessary and keep relevant information about the customer in order to ensure a smooth and productive communication.

So imagine what the daily process of a contact center employee would look like when they have to contact different customers using different communication methods, while keeping track of historic information related to a specific customer, simply put – it would be a disaster.

One way to ensure a positive experience both for the company and the customer is installing an omnichannel communication platform. This type of platform allows companies to optimize the customer journey by integrating various communication methods including voice, video, messaging or social media at any given time, from one unified, cross-channel platform.

“Companies with omnichannel customer engagement strategies retain on average 89% of their customers, compared to customer retention rate of 33% for companies with weak omnichannel customer engagement.”

While in sales, a refined multi-channel approach to marketing and selling creates an integrated and cohesive customer experience no matter how or where a customer reaches out.  Which in turn translates to 3 times greater effectiveness rates using multi-channel marketing vs. non-integrated campaigns.

From a company and agent perspective, having to toggle between channels can also be cumbersome, as such automating redundant tasks allows the agent to focus on sales, and where focus goes so does energy. By allowing the system to automatically follow up on a phone call by sending an SMS reminder or an E-mail sales quote, the agent can engage, follow up and convert without as much as tabbing through his browser.

Haven’t implemented an omni-channel solution yet, no worry, 26% of companies have yet to take any action regarding an omni-channel strategy. So there’s the competitive advantage your company can take advantage of with an ROI that speaks for itself.