Omni-channel contact center is currently making waves in the customer service industry. What was once a concept is now being realized and even the epitome of what contact centers should be. And SiBS surely is not way behind with this move.
Perhaps you might wonder what omni-channel contact centers are. How is this different from multi-channel call centers? And lastly, how will this impact the organization and more so the customers.
Customer Service Scenario
When customers have concerns with the product or service, they often pick a communication channel that they deemed convenient in order to reach a contact service. Let us say in this case they opt to call the business in order to address a concern. It is then a common experience that the customer shares his or her account number that will be inputted to the system. It is always the case that customers share streams of information about themselves. This holds true if the agent would also want to verify the customer first. If the customer’s need is satisfied, the call ended. Should that happen again, customer will have to call back. And there begins the cycle. Every call starts in square one.
Multichannel is the term that is used to define the varied channels that are available in order to connect with the organization. Good example of appreciating this is if you happen to shop online and order something using a mobile app. Companies today offer varied ways for the customer to interact with the business. Yet, experience is always not the same in all of the channels. Like, calling the organization would be way faster in terms of order fulfilment rather than using the app. Most contact centers embrace the multichannel mode as they can provide different ways to engage customers. After all, they have varied contact points such as phone, emails or chats.
Omni-channel refers to a relationship and message across all channels in a consistent manner. This tends to connect the dots between available modes. This also explains the simultaneous use of two or even more channels. A very good example of this one is if ever a customer gets a coupon. Let’s just say the customer logged on to find it in your phone. Then this will be displayed during checkout in the retail store even in a different platform. This is an omni-channel interaction. Being able to use multiple applications seamlessly and generating a unified experience to the customer is omni-channel. If organizations would want to increase customer loyalty, a well executed omni-channel gateway would be the answer.
Customers are programmed that when we use different modes, it will be a different experience. We often think of it as a stand-alone app rather than a seamless gateway even if it is under one business. With the varied modes of communication, multichannel sure is helpful. After all, this gives us options on how to address our needs.
But taking it steps further would be the omni-channel contact center. This gives us the old way for us to communicate with the business in modes that would be accessible for us. Yet, we don’t need to go back to square one every time we switch channels. This then states that we have unique experience on the channel of our choice. And customers are getting the same customer service message in all modes. Hence this creates a positive experience that focuses on relationships between the customer and the business.
Given the definition and how omni-channel contact center works, SiBS is just that. More than delivering varied modes of connection like email, chat and phone, SiBS make sure that everything works seamlessly. All channels are consistent and unified under the account. Hence, regardless of what channel the customer opts to use, everything is integrated. Plus, you can even pick this channel which is way better than the usual multichannel.