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Five Common Expectations, Misconceptions and Strategies for Multichannel (Part 3) - Genesys - ContactCenterWorld.com Blog

Five Common Expectations, Misconceptions and Strategies for Multichannel (Part 3)

In Part 1, we discussed why you should deploy a multichannel strategy. While in Part 2, we explored how to approach the evaluation of customer engagement channels for your business type. In this final installment, we will outline strategies for an effective roll-out of a new channel.

5 Steps to a Successful Launch of a New Customer Contact Channel

  1. Define what you’re setting out to achieve—choose a mission statement. You’re probably not going to get too far if your mission statement is: “To be the first in the industry to be multichannel,” or “To keep up with our competitors—everyone’s talking about multichannel nowadays.” More likely to breed success is a mission statement like: “To invest in people, technology and infrastructure that enable us to put our customers at the heart of our communications strategy by evolving with their ever-growing needs and letting them tell us how they want to speak to us now and in the future.”
  2. Analyze and plan. Research current and emerging trends in your industry. This includes finding out what your competitors are doing—there’s nothing to stop you trying out their service firsthand to see what they are doing successfully or badly. Use your own support services and make a comparison. Analyze the demographics and behaviors of your customer base, and ask your customers what they want!
  3. Align your technology. Analyze your current technology’s ability to provide seamless customer experience, and assess what investment might be necessary to ensure that you’re using the right tools. Is your database ready for you to give your customers a consistent message and service across the different channels? Are you ready for the impacts to your processes surrounding staff resourcing (hiring, training, WFM), reporting (SLAs, KPIs) and quality monitoring?
  4. Define a pilot process. To begin with, consider launching the channel only internally to help road-test the new setup. This enables you to roll back without disappointing your customers. Once you’re offering this to customers, it’s difficult to shut it down and redesign it without losing credibility. You will also need to understand the dynamics and metrics of small resource pools—a small number of interactions will have a small team saturated, so SLA will be erratic. Assess your technology’s ability to throttle volumes during peaks (e.g., only offer the new channel to a reduced number of customers, don’t publicize it on your home page from day 1, remove the chat button from the website when no agents are available, set in-queue expectations with options to convert to a call, etc.).
  5. Roll out progressively. Only roll out when you’re confident you can be successful at doing so—this is not the time for a Big Bang approach. Maybe only offer it to Platinum customers in the beginning to help them feel special about taking part in the evolution. Open it up to the wider audience gradually, and obsessively request feedback and customer assessments to be fed back into the design cycle for version 2.0.

Some Considerations to Bear in Mind


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  •  Ensure that you always know why you’re doing what you’re doing and let this guide your decision making during the design process. What are we trying to achieve with this new channel and does it achieve that the way we’re designing it?
  •  Don’t underestimate the impact new channels will have on your business, including changes to:
    • Agent profile and recruitment process. Are there
 new skills or experiences that you need to be looking for (e.g., computer literacy, technical profile, age group, etc.)?
    • Training and quality monitoring. Are the process and tools the same for recording and scoring calls, chats, emails and social media?
    • Workforce management. While we can take pressure off the inbound phone lines by adding in automated response options (SMS, some chat, potentially web- forms) or deferrable workload for customer channels with less immediate need for response (e.g., email, white mail), we also need to consider whether phone teams and deferrable work teams are interchangeable resources or two separate teams. Understand occupancy, the value of accurate forecasts, and beware of the temptation to multitask to gain efficiency.
    • You may need to redefine your reporting tools and processes as well as your SLAs and KPIs.
  •  Be sure that you’ve planned what the pilot process looks like and who your audience is during the different phases. This includes understanding the dynamics
 of small pockets of agent resources—smaller groups require more idle time.
  •  Establish a clear communications strategy, including publicity and advertising, for when you’re ready. How you can use gamification to encourage customers to use new channels and to take part in feedback to help you further improve?
  •  Promise very little to stakeholders. Whatever happens, you don’t want to be in a position where you’re under pressure to drive against the clock toward launch with something that isn’t ready.

While companies using this approach also use multiple channels to engage their customers they distinguish themselves through two additional factors; consistency and focus on devices involved within client interactions. These businesses are diligent to ensure that their customers receive the same experience and message through different channels and devices involved within their interactions with the firm. For example, a company that provides customers with the ability to engage it through a mobile app, social media portal and website would be focused to ensure that the look and feel as well as the messages they receive across each touch-point are seamless.

Interested in learning how to ensure your multichannel strategy provides customers with a consistent experience across channels? Download our free ebook: Omnichannel is No Longer Optional.

Source: http://blog.inin.com/five-common-expectations-misconceptions-and-strategies-for-multichannel-part-3/

Publish Date: January 13, 2017 5:00 AM


2021 Buyers Guide Customer Relationship Management

 
1.) 
Alliance Infotech Pvt Ltd

alliance Infotech (P) Ltd. is an ISO 9001:2008 certified company and OEM having more than a decade of experience in CRM and Computer Telephony (CT) software solutions. Our CT products are sold in Telecom, Police, Media, Bank, Corporate, Defense and Contact-Centers. We have established technical relationship with leading component providers as a Digium Select partner, Sangoma, Microsoft Certified Partner and Dialogic amongst others.

2.) 
Alycom Business Solutions

CRM Solutions, Digital Marketing, Business Management Consultancy, HubSpot CRM, SugarCRM, Goldmine CRM
Since 2000, we help businesses to grow and increase revenues. We are a certified CRM solutions provider and digital marketing agency that align and automate your marketing and sales efforts to connect with ideal customers and make customers for life.

We strive every day to learn, improve, and grow in our ability to bring practical, efficient, state of the art, and affordable solutions for our customers. We use latest technologies to improve your business's marketing, sales, and customer relationship management.

We are looking forward to serving you with our knowledge, expertise, and experience, so you and your team may benefit by closing more sales, providing exceptional service to and retaining customers for life.

3.) 
Cloudyflex

Zoho CRM Suite
Zoho CRM is a world leading cloud based customer relationship management suite covering all CRM functionalities a modern company needs :
- Multi Channel Lead Management
- Sales Force Automation
- Quotation & Order Management
- Full 'Lead to Order' process
- After Sales Services
- Social Media Management
- Mass E-mailing & Marketing Automation

& several other capabilities

4.) 
Commence Corporation

Commence CRM
Comprehensive solution for automating sales, marketing, customer service ticketing and project management.

5.) 
eGain Corporation

eGain Solve™
eGain Solve™ is the industry’s leading cloud solution for omnichannel customer service and engagement. As the industry’s only unified customer engagement and knowledge management software suite, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. The suite consists of modular, best-of-breed applications built on a unique customer engagement hub platform, eGain CEH™ Platform, that combines 360-degree customer context, intelligent process guidance, and actionable knowledge to enhance every customer interaction. The web-services-based architecture of the platform enables rapid innovation and extension of customer engagement capabilities.

6.) 
FinCRM

FinCRM - CRM Software
FinCRM holds expertise in providing Customer Relationship Management (CRM) software and Full Stack Office Management solutions. The company possesses prowess in developing tailored CRM software solutions with integration of advanced features to empower your workforce and lead to the pathway of lucrative business opportunities. It also offers CRM integrated Office Management Software to streamline your internal operations, improve marketing proficiency, and upsurge productivity.

FinCRM is developed to serve several industries, including insurance, bank, NBFC, education, e-commerce, auto dealership, and more. The software is developed in such a way that any industry player can customize it...
(read more)

7.) 
MFE International

Creatio(formerly bpm'online) Process-driven unified CRM
Unified Marketing, Sales, Service CRM built on a business process management (BPM) platform. Award winning CRM .Recognised by Gartner, Forrester, OVUM, Nucleus research as leading marketing automation, sales automation, customer engagement, business process automation and dynamic case management software.
A new process-driven CRM and not the traditional CRM type.

8.) 
NetHunt CRM

NetHunt CRM
NetHunt CRM blends entirely with Gmail, placing the full-featured CRM right next to your emails. Everything you need is now available in Gmail inbox: customer profiles, deals and opportunities, data filters and views, team collaboration, email tracking, bulk email campaigns, and much more! Simple setup process, intuitive UI, and personal guidance of customer success allow quick integration.

Core Functionality:
- one-click lead capturing;
- pipeline and deals stage management;
- unmatched integration with G Suite apps;
- integration with Linkedin and other apps via Zapier;
- automated contact sync;
- bulk email campaigns, open and clicks tracking;
- dashboard, performance reporting, and tasks;
- full customisation.

9.) 
Noetica

Synthesys™
A complete contact centre technology offering including a flexible and highly configurable CRM solution which can be multi-tenanted, relational and visually configured. CRM entities are fully embedded in a sophisticated dynamic call scripting drag & drop solution which allows for complex process flows and integration to external systems for the delivery of an integrated intelligent agent desktop solution. The solution can be integrated to telephony for both inbound and outbound using the Noetica Voice Platform which is a fully featured contact centre telephony platform.

10.) 
Notoriety Group

Customer Relationship Management
We Offer a great service level to outsourcers, our teams are focus to provide an added value to end clients and our partners.
we provide services with excellence. Our customer centricity is our secret to always deliver a great customer experience.
NOTORIETY is your power to grow and thrive

11.) 
Vads

Customer Relationship Management enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers.

CRM is a hybrid business solution that can increase sales and marketing efficiency many other key customer relationship matters. CRM platform enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers.

Benefits :
- Help to see 360 degrees of customer view perspective
- Analysis to measure performance and gain new target and business insight
- Tracking and scheduling are centralized in one database
- Help to stay abreast and stay close each other, increase productivity.

12.) 
TrendzAct

Trendzact CRM
Trendzact’s CRM case management platform specializes in contact engagement centers with complex workflows or integrations. Our features, full customization, scalability, native on-demand AI and flat-fee pricing sets us apart from the competition.
 



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