What is An omnichannel service platform is a solution that integrates all of a company’s communication channels (chat, email, telephone, social media, etc.) into a single system.
The goal is to offer a consistent and unified service experience to the customer, regardless of the channel they use.
What is the difference between multichannel and crosschannel?
Differences between omnichannel, multichannel and crosschannel:
- Multichannel: here, the company offers several customer service channels, but they are not integrated. The customer needs to telemarketing data repeat information when changing channels.
- Crosschannel: in this case, the channels are interconnected superficially. For example, the customer can start the service via chat and continue over the phone, but the agent does not have access to the complete history.
- Omnichannel: there is full integration of channels, with a unified view of customer history and continuity of service, regardless of the channel used.
How does it work in practice?
Imagine that a customer starts chat whatsapp digital service platform: reduce costs and improve efficiency support but needs to stop. When they return, they can continue over the phone, and the agent will have access to the chat history, without the customer having to repeat the information.
Or even in cases where the customer wants to navigate through different service channels. In omnichannel, they have this option – as all channels are integrated and interconnected.
How important is it to have an omnichannel service platform?
For the company:
- Improves efficiency: optimizes the work of attendants, who have access to the customer’s complete history and avoid confusion.
- Reduces costs: centralizes service in be numbers a single system, avoiding redundant information and more tools.
- Increases customer satisfaction: offers a more fluid and personalized service experience.
- Strengthens the brand: conveys an image of organization and professionalism, in addition to covering multiple channels.
For customers:
- Convenience: with omnichannel, customers choose the service channel that best suits their needs.
- Agility: this way, you don’t need to repeat information when changing channels.
- Personalization: they also receive more individualized service, based on their history.
- Availability: in addition, access to support 24 hours a day, 7 days a week, through various channels – if integrated with the chatbot.
What are the benefits of purchasing? With examples.
Here are some of the benefits of using an omnichannel service platform in your company.
- There is a reduction in waiting time: the customer does not need to wait in queues, as they can use other channels. This reduces the service bottleneck.
- Increased problem resolution rate: the attendant has access to the customer’s complete history, which makes it easier to identify and solve problems, making the work easier.
- Improves customer experience: the customer feels valued and understood, which increases their satisfaction and loyalty.
