Request Information

Request Information

or Call 1.877.459.4347
Upcoming Events
HITRUST & Cybersecurity 2018 | 11/14/2017
2018 CIO Strategy Forum at Gartner | 12/06/2017

Importance of Omni-channel Communication

Importance of Omni-Channel Communication | Evolve IP
September 8, 2017 / Foram Joshi

It’s common sense…keep customers happy and they stay. Make them unhappy and they walk away. But what you might not know is just how fickle your customers probably are. According to a survey conducted by American Express, eight out of ten customers walked away from a company due to poor customer service [1].

In the past, customer service queries, concerns and requests could be handled via only one channel: telephony. Today however, customers choose from multiple channels to communicate. This makes it critical for organizations to not only quickly attend to their customers via phone, but to be available via all their preferred communication channels including calls, text/SMS, email, web chat, web callback, and social media.

If the customer is forced to wait for an increased amount of time on call, or is not helped quickly via email, chat etc., he is likely to express his dissatisfaction with 140 characters on social media, negatively impacting the organization’s public image and reputation.

What is an omni-channel contact center and how does it help?

An omni-channel contact center solution integrates calls, text, chat, email and social media making it easy for customers to switch between multiple channels and experience a unified and seamless brand experience.

Forrester noted that 95% of customers use more than one channel to communicate with companies [2] . Businesses that actively engage in customer communication via multiple channels and provide customers the flexibility to contact them as per their convenience, are likely to attract & retain more customers, improve customer satisfaction and increase their bottom line faster.

Also, it provides agents with better visibility into contact history from multiple channels available on a single platform. According to Zendesk, 75% of customers return to companies with excellent service and 33% spend more with brands that provide a holistic customer experience [3].

How is a true omni-channel solution different than a multi-channel solution?

By definition, ‘multi’ means ‘many’ which is not so different from ‘omni’, which means ‘all’. This has led contact center solution providers to use these words interchangeably. However, functionality wise, multi-channel and omni-channel communication are very different.

In a multi-channel contact center solution, businesses have the flexibility to choose from several channels of communications such as calls, text/SMS, web chat, web call back, fax, social media etc. However, these channels operate in silos.

In an omni-channel contact center solution, businesses are offered the flexibility to pick their preferred channel of communication such as a multi-channel solution, but it offers an additional benefit of these channels being integrated i.e. all channels are available to the customer and are connected at the same time.

The diagram below might help explain it better:

Is your organization ready to deliver an omni-channel contact center? Follow the link to learn more about Evolve IP’s omni-channel contact center and differentiate your customer service.

If you’re hesitant about adopting an omni-channel contact center solution due to integration or transition concerns don’t worry, we’ve got you covered. Evolve IP is a cloud strategy company that provides customized plans and solutions based on each organization’s need and requirements.

References:

[1] American Express Global Customer Serice Barometer (2012, May). “Social Media Raises the Stakes for Customer Service”. Internet: http://about.americanexpress.com/news/pr/2012/gcsb.aspx

[2] Burke Collin (2015, Apr). “100 Customer Service Statistics You Need to Know”. Ramp: The InsightSquared Blog. Internet: http://www.insightsquared.com/2015/04/100-customer-service-statistics-you-need-to-know/

[3] Zendesk (n.d). “The Sales Doesn’t Stop at Checkout: 3 Ways Customer Service Increases Your Sales”. Internet: https://www.zendesk.com/resources/tags/customer-support-technology/

Categories: Call Center
Our LinkedIn page is a great place to keep up to date with all our latest news, releases, and updates.
Click to follow us:

Clients We Work With

  • Association Resource Group is an award-winning technology consulting and brokerage firm with over 25 years as an industry-leader.

    We have been Evolve DaaS clients for just about 2 years. What execs really need to know is how much productivity DaaS brings to an organization. We have estimated that each employee saves 10 minutes a day in startup and shutdown time. Probably another 5 minutes a day in work from home productivity - i.e. more likely to log in from their home PC than if they had to carry a laptop home every night and no clunky VPN or Citrix session to dissuade them from getting on.

    So, 15 minutes a day, that is 3% of their day back. 3% of an $80,000 a year employee is $2,500.

    DaaS has a 300% return, with no capital at risk. That is what I would tell your execs. Feel free to ask questions.

    Best!

    Steve Murphey, Vice President

  • Based in Northern New England, ClearChoiceMD treats urgent, non-life-threatening medical needs.

    "With Cloud Connect, we have eliminated intermittent phone and internet service drops, increased the reliability of daily business tasks like writing e-prescriptions. We’ve even resolved printing issues. We have zero down time now as a result of connectivity because we’re always up and running.”

    Alex Fuchs, IT Director for CCMD

  • CCI Health & Wellness Services is a group practice, empowering patients to partner with staff for an unparalleled healthcare experience.

    “Usability is one of the most important factors in selecting technology solutions. We needed a solution that our staff could learn quickly and rely upon each day through high call volumes. Evolve IP emerged as best choice and the deployment has been very successful.”

    John Torontow, MD, MPH Chief Operating Officer - CCI Health and Wellness Services

Awards & Recognition

View More

Compliance & Certifications

View More

Latest Blog Posts

Selecting a Cloud Computing Services Partner: Considerations for Cloud Success
Selecting a Cloud Computing Services Partner: Considerations for Cloud Success | Part 2
November 14, 2017 / Dave McCrystal
As explained in Part 1 of this 2-part blog, cloud-based services implementations work best when companies view the cloud as a…
7 Security Risks of Consumer-Grade File Sync Services
7 Security Risks of Consumer-Grade File Sync Services
November 9, 2017 / Erika von Hoyer
Consumer-grade file sync solutions (i.e. Dropbox, Box, and Google Drive) pose many challenges to businesses executives concerned about the control…
Selecting a Cloud Computing Services Partner: Considerations for Cloud Success
Selecting a Cloud Computing Services Partner: Considerations for Cloud Success | Part 1
November 9, 2017 / Dave McCrystal
Companies of all sizes are turning to cloud computing services as they seek great efficiencies and flexibility for their business.…
View More

Latest Press Releases

Evolve IP Honored with 2017 Cloud Computing Security Excellence Award
November 7, 2017 / Evolve IP
WAYNE, Pa.—November 7, 2017—Evolve IP, The Cloud Strategy Company™, announced today that TMC, a global, integrated media company, has named The Evolve IP Compliance Cloud™ as a 2017 Cloud Computing Security Excellence…
Evolve IP Named in Gartner’s 2017 Magic Quadrant for Contact Center as a Service, North America
October 30, 2017 / Evolve IP
WAYNE, Pa. — October 30, 2017 — Evolve IP, The Cloud Strategy Company™, today announced that Gartner has named it to the 2017 Magic Quadrant for Contact Center as a…
Evolve IP Acquires Clearlogin
October 17, 2017 / Rob Flores
The Inquirer recognizes Evolve IP’s recent acquisition of Clearlogin, an identity authentication provider based in Mountainside, N.J. This move enables Evolve IP to offer identity management software integrated into its…
View More
close

Contact Us

or Call 1.877.459.4347