Customers always want a seamless experience journey when interacting with parts of the business. Current customers want to receive:
- Business support in every channel.
- Customers don’t have to repeat their requests over and over again with customer service.
- Personalize according to their requirements.
That’s why Omnichannel Contact Center was born to meet the above requirements
1. What is Omnichannel Contact Center?
Omnichannel Contact Center is a system that allows Agents to process requests and consolidate all communication channels such as phone calls, webchat, Email, SMS, social networks…
The concept of Omnichannel Contact Center
However, this solution is more than just a place to process requests from tickets, Omnichannel Contact Center creates a seamless customer experience from all channels, providing an overall picture of the customer journey. row.
2. Difference between Multi Channel and Omnichannel Contact Center
You must have sought support from many different channels such as phone calls, texting, social networking… Contact Centers have been adding new channels of communication over the years and are often referred to as omnichannel because of it. works on many forms of communication.
The difference between Multichannel and Omnichannel
OmniChannel : Manage information according to interaction history and customer journey over time. Supports multi-channel interoperability.
Multi Channel : Does not support customer journey updates. Multi-channel interoperability.
In short, OmniChannel is an upgraded solution of Multichannel, helping businesses better manage customer journeys. From there, offering solutions and advice tailored to the customer’s situation, and Omnichannel also provides the agent with important data to know in advance what the customer will want and how to interact with the customer. later for maximum efficiency.
3. Strategies to improve customer experience in Omnichannel Contact Center
Adopting Omnichannel Contact Center means defining a cohesive vision to optimize the customer service experience.
Let’s start by looking at 5 strategies and best practices as you move into an omnichannel environment.
Strategies to improve customer experience
3.1 Build more personalized experiences
Personalization is at the core of the Omnichannel approach. According to Microsoft research, 72% of people expect your customer service team to know who they are, what they’ve purchased, and a good understanding of their past interactions.
One unified Contact Center platform streamlines all of this information and puts it under your control. This increases the productivity of agents and allows you to leverage personalization to keep customers coming back.
3.2 Map out the overall customer journey
Customers very rarely follow the support journey you have outlined. They may look to self-service channels, interactive messaging, or SMS before having a physical interaction with your support team.
Therefore, the more you understand the overall customer journey, the channels they frequently affect… the more effective the Omnichannel approach will be.
3.3 Be proactive in data collection
Omnichannel Contact Center will maximize efficiency when interacting customer data is well understood by Agents.
The bare minimum possible customer data is any past conversations a customer has interacted with across channels. However, you should expand the data further, for example:
- Previously viewed sites
- The goods and items in the shopping cart on the website
- Survey results
- Customer value
- Upcoming anniversaries
All data is fully aggregated, detailed and located on one management CRM which will be the key to a better customer experience.
3.4 Monitor changes in customer preferences
COVID-19 has forced markets and entire industries to change overnight. Using the Omnichannel Contact Center you can quickly adapt to the changing needs of your customers.
Track changes in customer preferences
If customers are frustrated with the limitations of an automated chatbot, provide them with an easy way to contact a live agent. This way, a representative takes over for a personalized and seamless experience.
Brands should collect phone numbers in web chat. Doing so allows the Agents to initiate an outbound call to eliminate any remaining bottlenecks. Additionally, it provides another means for Cloud Contact Centers to identify and track accounts.
3.5 Create a balance between people and technology
Omnichannel Contact Centers are powered by some of the best customer support technology. However, the quality of support still depends on human interaction.
Not all problems are solved through technology. Flexibility in receiving situations, emotions in speech is an essential element to help improve customer experience.
One thing is for sure, no matter how advanced the technology, no matter how diverse the data is, dealing with unexpected problems will be beyond the capabilities of technology. Therefore, creating a balance between people and technology is one of the five strategies to improve customer experience in Omnichannel Contact Center.
Above is all the information about the strategies to improve the Omnichannel Contact Center customer experience that we want to share. Hope the above article will bring you a lot of useful information. Good luck!