Are you always on the lookout for ways to improve your customer experience?
If your company's communication with its consumers needs to be clearer and more efficient, there's no need to rack your brains: adopt an omnichannel strategy in your day-to-day activities.
The omnichannel strategy allows for the integration of communication and sales channels, including online and offline. With omnichannel, it is possible to strengthen relationships with your customers by breaking down the barriers imposed by remote communication.
In addition to being increasingly in the digital environment, today's consumer wants to be served on as many channels as possible and in the shortest possible time.
Are you prepared to meet this demand? Learn more belgium whatsapp data about what omnichannel service is, how it works and why it is important.
Omnichannel, robots and WhatsApp: perspectives for the contact center market
What is omnichannel service?
The word “omni” comes from Latin: it means “everything”. Omnichannel is considered an evolution of crosschannel. In crosschannel, multiple channels connect and exchange information with each other.
The ideas are similar, but the essence of omnichannel includes the unification of all channels. In addition, the focus is on the customer experience, not just the logistics behind it.
The term multichannel is more outdated. It is the communication model initially used by companies and retailers when they entered the e-commerce market.
However, in this model, the channels were not connected – and it was even possible that there would be competition between the different channels.
Have you ever been approached by a telemarketer who wants to convince you to make a purchase over the phone, instead of letting you go to the store to buy? This is an example of the multichannel model in practice.
Omnichannel: What is it and how does it impact your call center?
Returning to the omnichannel strategy, it is important to highlight that good omnichannel service occurs with integrated communication and fluidity between online and offline communication channels.
All these channels must work in sync, offering a dynamic, positive, interactive and global experience.
In this way, omnichannel service is a solution designed to improve the consumer experience, also impacting internally, by optimizing the work of your team.
An omnichannel platform centralizes the service that occurs across different channels, thus reducing the time spent by your employees.
The history can be easily accessed, which brings greater fluidity to the services provided to your customers.