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Importance of Omni-channel Communication - Evolve IP - ContactCenterWorld.com Blog

Importance of Omni-channel Communication

It’s common sense that if you keep customers happy and they stay, make them unhappy and they walk away. But what you might not know is just how fickle your customers probably are. According to a survey conducted by American Express, eight out of ten customers walked away from a company due to poor customer service [1].

In the past, customer service queries, concerns and requests could be handled via only one channel: telephony. Today however, customers choose from multiple channels to communicate. This makes it critical for organizations to not only quickly attend to their customers via phone, but to be available via all their preferred communication channels including calls, text/SMS, email, web chat, web callback, and social media.

If the customer is forced to wait for an increased amount of time on call, or is not helped quickly via email, chat etc., he is likely to express his dissatisfaction with 140 characters on social media, negatively impacting the organization’s public image and reputation.

What is an omni-channel contact center and how does it help?

An omni-channel contact center solution integrates calls, text, chat, email and social media making it easy for customers to switch between multiple channels and experience a unified and seamless brand experience.

Forrester noted that 95% of customers use more than one channel to communicate with companies [2] . Businesses that actively engage in customer communication via multiple channels and provide customers the flexibility to contact them as per their convenience, are likely to attract & retain more customers, improve customer satisfaction and increase their bottom line faster.

Also, it provides agents with better visibility into contact history from multiple channels available on a single platform. According to Zendesk, 75% of customers return to companies with excellent service and 33% spend more with brands that provide a holistic customer experience [3].

How is a true omni-channel solution different than a multi-channel solution?

By definition, ‘multi’ means ‘many’ which is not so different from ‘omni’, which means ‘all’. This has led contact center solution providers to use these words interchangeably. However, functionality wise, multi-channel and omni-channel communication are very different.

In a multi-channel contact center solution, businesses have the flexibility to choose from several channels of communications such as calls, text/SMS, web chat, web call back, fax, social media etc. However, these channels operate in silos.

In an omni-channel contact center solution, businesses are offered the flexibility to pick their preferred channel of communication such as a multi-channel solution, but it offers an additional benefit of these channels being integrated i.e. all channels are available to the customer and are connected at the same time.

The diagram below might help explain it better:

Is your organization ready to deliver an omni-channel contact center? Follow the link to learn more about Evolve IP’s omni-channel contact center and differentiate your customer service.

If you’re hesitant about adopting an omni-channel contact center solution due to integration or transition concerns don’t worry, we’ve got you covered. Evolve IP is a cloud strategy company that provides customized plans and solutions based on each organization’s need and requirements.

References:

[1] American Express Global Customer Serice Barometer (2012, May). “Social Media Raises the Stakes for Customer Service”. Internet: http://about.americanexpress.com/news/pr/2012/gcsb.aspx

[2] Burke Collin (2015, Apr). “100 Customer Service Statistics You Need to Know”. Ramp: The InsightSquared Blog. Internet: http://www.insightsquared.com/2015/04/100-customer-service-statistics-you-need-to-know/

[3] Zendesk (n.d). “The Sales Doesn’t Stop at Checkout: 3 Ways Customer Service Increases Your Sales”. Internet: https://www.zendesk.com/resources/tags/customer-support-technology/

Source: http://www.evolveip.net/importance-omni-channel-communication

Publish Date: September 8, 2017 5:00 AM


2021 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.
PH: 01442 458300

2.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
PH: 1+480-435-9390

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.
PH: 0217991445

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 



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