Omnichannel solutions are transforming modern day contact centres. Long gone are rows of advisors endlessly answering calls. Contact centres are now delivering communications across multiple channels, each fully integrated to ensure seamless interactions.
This gives customers the flexibility to access support in a way that works for them, whilst improving employee efficiencies and gathering real-time insights that inform operations.
Here are our top omnichannel insights.
Tailored support for every individual
61% of customers prefer speaking to a human voice over the phone, whilst others want the convenience of email or chatbot messaging. And for some people, finding the answers yourself through a self-help resource library is key.
That’s where omnichannel support makes a difference.
Perhaps a customer is neurodiverse and feels uncomfortable making phone calls. Or they might be a busy parent who doesn’t have time to wait in a lengthy call queue. Omnichannel communications provide alternative communication options, prioritising flexibility and convenience for every customer.
Seamless experience for customers
The secret to omnichannel success isn’t just utilising multiple communication channels – it’s ensuring everything is seamlessly interconnected.
Omnichannel contact centres can easily transfer customers between channels if necessary. Complex chatbot enquiries can be moved to an experienced call handler and phone calls can be followed up with a personalised email.
And because every communication is stored in an integrated CRM, customers do not have to repeat the same information if they are moved to a different channel. Therefore, organisations can tailor future communications based on the customer’s previous preferences and experiences.
Real-time insights
Integrated CRMs also allow your organisation to access real-time insights across your omnichannel services. Understand how each channel is performing – and gain information on evolving customer trends and pressure points.
You might discover that customers are dropping off call queues at a similar point or that they aren’t opening automated emails. These insights can help you to scale-up your helpline or add personalisation to email workflows, helping to improve the customer experience.
And because you gain these insights in real time, you can respond to surges in demand and respond to any issues that might arise. It can also assist with forward planning, helping you identify areas for long-term change to further improve efficiencies.
The latest in AI-integration
At the heart of seamless omnichannel support is AI, which you can use to automate relevant processes and responses. Chatbots and emails can provide answers to the most commonly asked enquiries, ensuring customers get instant, accurate answers.
This also improves efficiencies for your team, who can focus on more complex cases. In fact, 70% of CX leaders believe AI makes customer interactions more efficient.
And because we use real customer interactions to inform our automations, we are able to deploy human-centric AI across our channels, using personalisation to create more meaningful interactions. This ensures automated responses do not sound clinical or generic – making it feel like the customer is speaking to a real person.
Interested in our outsourced omnichannel support?
Our seamless, AI-powered omnichannel solutions are transforming organisations and businesses across the UK.
Get in touch today to discover how we can make a difference to your customers.
