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Best Practices for Omnichannel

Best Omnichannel Practices
August 3, 2019 / Foram Joshi
best omnichannel practices

According to Forrester, 95% of clients use more than one channel to communicate with companies. Our contact center experts have put together 8 best practices to maximize omnichannel experience for your customers.

Build one brand and consistent voice across all channels

Your business has its own brand. In order to continue building this brand you seek consistency coupled with exceptional client experience. With an Omnichannel Contact Center, you can arrange to have the same message spoken to a client that is also written in an online chat or via an email. This gives clients the same interaction and messaging across all of your integrated channels.

Routing for a personalized experience

Maximize omnichannel by providing each client with a personalized experience. Clients get frustrated when they talk to multiple agents and have to explain an issue multiple times. With an omnichannel contact center, customers can be routed for individualized client experiences. Because your system knows which agent a client worked with last time he or she called, that client can be routed to talk to that same agent each time. Furthermore, if a client calls and works with a specific agent, the client can also be routed to work with that agent on other channels, too, such as chat and email. This allows clients to build a relationship with that agent and feel connected to your business.

Talk to clients using their preferred methods

According to Forrester, 95% of clients use more than one channel to communicate with companies. Each customer has a specific idea of what channel would improve his or her experience. Personalize each experience by building a relationship with that client and offering a standardized experience regardless of channel preference.

Seamless integration with CRM

Your Omnichannel Contact Center and CRM can work hand-in-hand to provide clients with the best experience possible. Evolve IP’s Omnichannel Solution allows you to integrate your Contact Center with your CRM to get a holistic view into your client relationships. Moreover, you can route callers based upon their value or the status of their transaction. You can provide differentiated service for your best customers and automatically pull up the appropriate customer record for your agent.

Save costs

Salesforce claims that 72% of people think self-service support is a fast and easy way to handle support issues. This isn’t to say that you should make your entire Call Center self-service, but it shows that clients don’t necessarily want to call and talk to an agent, and they want quick, simple answers….many of which can be automated through technology. Of course many people still want the high-touch feel of an agent yet still want to be able to help each client as efficiently as possible. An Omnichannel Contact Center allows you to build up your FAQs and have template responses so that your agents can respond to those chats, emails, or social media interactions with a single click so your clients are getting fast, accurate answers.

The Inner Circle Guide to Omnichannel

This survey report of over 1,000+ contact center professionals includes some interesting findings & trends around the omnichannel contact center market.

Train agents on one tool

Instead of having to train agents to learn multiple tools and channels, train agents to learn one tool that integrates all of your channels. Typically, Multi-Channel Call Centers require associates to learn how to use each channel individually. Omnichannel takes your multiple channels and seamlessly integrates them into a single application used by your agents. Thus, associates only have to learn how to use one tool so you spend less time training and more time focused on improving customer satisfaction.

Simplified comprehensive reporting

By integrating all of your channels, you can offer your senior management one simple, cohesive report. It’s simpler and it’s easier than gathering information on all of your channels separately like you do with a Multi-Channel Call Center. Rather than wasting time consolidating multiple reports on each channel’s performance, Evolve IP’s Omnichannel Contact Center provides you with one comprehensive reporting engine that provides holistic insights across all customer interactions.

Not all channels are equal

Not all channels are created equally; which means that for your business, some channels may generate more profit than other channels. In addition to overarching management KPI reports, an Omnichannel Contact Center will tell you how each channel is doing. Using the tools that come with Evolve IP’s Omnichannel Contact Center you can accurately measure conversation rates and which interactions are the most profitable. Your business is unique, so in order to maximize an Omnichannel Call Center, you need to treat it that way. Understanding which channels are most profitable for your company will allow you to thrive and hold a competitive advantage.

Click here to download our best omnichannel practices.

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