We all know that the number of communication channels these days have no bounds. With the growing communication channels, the millennials keep switching from one form of communication to the other swiftly. Now with the growing texting channels, they do not want to talk to an agent and explain their problem to be able to get a solution. They would rather prefer texting them and getting a solution. We are living in a generation where people prefer texts over calls. So, they expect the same from their business. We know that businesses are now moving towards live chat solutions and instant responses. But merely having the different forms of communications does not mean that the solutions are interrelated and integrated. Having a flow between all the conversations on different channels is an essential factor. For example, if Dan is facing a problem with his software today and he wants a quick and easy solution to his problem. He starts by interacting on the website through the chatbot option but then realizes that the chat option cannot solve his problem, so he then goes ahead, and voice calls the agent for further assistance. Dan here would want a seamless change between chat and voice call without losing the context of the conversation. This smooth transition is the true meaning of omnichannel, and this is what helps call centers to deliver excellent customer service. What is an Omnichannel Call Center? An Omnichannel Call Center is a call center that can shuffle between all the ways a customer contacts them. Different customers can have different methods of reaching their business, and an omnichannel call center integrates all the different methods to give the customers a combined and satisfying customer experience. In technical terms, omnichannel call centers integrate all the different channels of communication used by customers and also integrate the CRM (Customer Relationship Management) software that further makes the conversation steady and seamless. This feature helps the agents to track the customers and their related interests. In an omnichannel call center, intelligent routing of calls allows agents to connect with customers efficiently. This technology helps the customers to connect to the best-fit agent with respective skill to address their needs. The agents can see all the information and history of the customer on their desktop. This detailed account helps them to use all that context in the conversation. The agents can also shift from one mode of communication to the other easily as the desktop contains options for doing the same. All these features come with the same UI (User interface) and hence simplifies the process of having a conversation with context. Why Choose An Omnichannel Call Center? Gain Greater Customer Insights: Omnichannel solutions include social media, chat, forums, etc. All of which have recorded evidence of the conversation. These recorded text conversations can help in giving greater insights into understanding customer expectations and their business needs. Businesses can use these insights as an opportunity to cater to their customers' needs and solve their issues in a strategic way. Maximize Agent Productivity: A call requires a one to one conversation with minimum scope of any subsidiary activity. Whereas, other forms of communication in an omnichannel approach can accommodate more than one customer at a time. An agent can chat with two or more customers at a given time. This benefit increases the overall efficiency and ensures greater customer satisfaction as the customers do not have to wait for agents to address their problems. Bring Out The Best In Agents: Omnichannel solutions help in reducing the time an agent requires to solve a problem. Saving on time gives room for going beyond the mundane day-to-day issues and finding solutions to the more complex issues at hand. Moreover, agents can also connect to an expert if they are clueless about a certain problem. Involving experts leads to an immediate and appropriate solution. The agents can feel a greater sense of responsibility as the complex problems calls for finding specific and result-oriented solutions for the issue. Save On Call Center Costs: Omnichannel sounds like more money and time as there is an increase in the number of channels of communication. But if we talk about the voice channel, it also integrates self-help options that can provide an answer instantly and without any need for the assistance of a live agent. These self-help options and automated technologies (like IVR, FAQs, How-to videos, social media, etc.) reduce the work and effort of an agent, helping businesses save on staff hiring and extensive capital investments. How It Helps Your Business? According to a survey, companies with omnichannel customer engagement strategies retain on average 89% of their customers, compared to 33% for companies with weak omnichannel customer engagement. An effective omnichannel strategy in place can help the overall development and growth of a business as it benefits from the initial stage of a customer’s journey to the very last one. For example, if Dan watched an informational video on the official YouTube channel of your business and wrote a comment requesting further information about the product. An agent in the omnichannel call center can now contact Dan by commenting on the YouTube video or by sending him an email to his linked email account. This conversation can further move to sales if Dan shows an interest. In case if now, Dan has bought the product. So, he can now be called a customer. He can further use the chat/video call option to connect with the customer support of the product which then can turn into any form of communication that Dan, the customer would like to have. The example above portrays a typical omnichannel approach as the customer is flexible in communicating through any available channel with the critical point being that the context of communication is not lost in the process of switching between different channels. Omnichannel Call Center And Customer Service? Numerous benefits can be listed out for an omnichannel approach. But ideal customer service is one thing that every business dreams for achieving. Customer service is not only how your product/service turns out but is also dependent on various other factors like your approach towards the customers or your understanding and ability to solve all issues faced by your customers. An omnichannel call center helps in building a better customer service for your business as it provides the customer with flexibility and agility to communicate whenever they want. It reduces the customer effort substantially as the agent speaking with them has access to all your previous interactions, which makes it easy for them to comprehend their problems and give them a quick solution.
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