The key to transforming your omnichannel CX

4th Jun 2019

Your business serves ultra-connected customers who expect a consistent experience through every channel. By unifying the shopping experiences across all possible touchpoints, deploying an omni-channel strategy recognises this demand. However, as the number of ways a customer can get in touch continues to increase, some brands are struggling to maintain a positive connection with customers as they move between channels.

In the race to be everywhere, many businesses have forgotten that customers care more about experiences than channels. Customers value ease and simplicity but above all else, they need their problems solved. If your omni-channel strategy is faltering, making sure your customer has a voice and feels heard could hold the key to turning things around.

Your customers still want to talk to a human

There’s no doubt that chatbots and automated self-service technologies have redefined customer relationship management. At the same time as offering businesses scalability and speed, they empower customers who demand 24/7 access. Yet despite the benefits, man still holds the advantage over machine in the most important area of managing the customer experience: forging positive relationships.

Most chatbots run on rule-based code. This means they use a list of pre-determined rules to handle queries and can only respond to simple requests; as soon as a scenario goes ‘off script’ or the situation gets emotional or complex, machines struggle. In such situations, chatbot-to-agent escalation paths are the only way to make sure a real person can connect the dots in your customers’ omni-channel journey.  

Losing customer context between channels

Building escalation paths from robot-enabled support to live assistance is not enough on its own. Because customers enter and exit conversations interchangeably across channels, losing track of the context between interactions is common. As customers move from web to mobile and to the contact centre, your reps will need to know if the person on the other end of the phone has already emailed or fired you a query via self-service. Without this context, your agents will struggle to troubleshoot, conversations will break down and your customers’ omni-channel experience will fall flat.

Driving quality conversations through an omni-channel contact centre

John Lewis discovered that customers who take advantage of its omni-channel network spend three times as much as single channel shoppers. Omni-channel contact centre solutions allow businesses to route voice interactions through email, chat, SMS, and social channels in an integrated and unified manner. Regardless of location, device or channel, this means you are ideally placed to deliver fluent conversations with customers in a way that suits them best.
Giving your agents the power to seamlessly pick up where customers left off is key to delivering the one-to-one experiences that set you apart from the competition. When you need to shift the conversation to an appropriately skilled rep, an omni-channel contact centre ensures your customers receive the support they need, without having to repeat the same information they’ve already shared on different channels.

Making every conversation great with NewVoiceMedia’s omni-channel solution

If you use Salesforce to manage your customer relationships, the CRM will enable a rich and connected digital omni-channel experience. However, ensuring that the contact centre is part of that experience is critical to success.

NewVoiceMedia was one of the first-to-market with an omni-channel contact centre solution fully integrated for Salesforce. Delivering a unified experience across both voice and Salesforce implemented digital channels, it allows your business to obtain unprecedented visibility across all channels.
Enhance your omni-channel strategy, connect with your customers and increase revenues by making every conversation great.


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