Omnichannel enabled contact centres play a vital role in enhancing customer experiences
Consumer expectations have transformed in the last decade. Today, we expect to do our banking where and when we choose. When we buy new clothes, we want to see personalised offers. We expect the airline to know that we are a frequent flyer, and the phone company to know we want to receive our bill via email, whatsapp or your preferred social media platform.
This is what we call customer-centricity. There is a lot of talk around a customer centric approach, but how many of these approaches are based on the actual customer journey and not dictated by internal processes?
Omnichannel enabled contact centres play a vital role in delivering a true customer centric approach by engaging with your clients in their preferred method manner or platform, for example over WhatsApp, using an AI chatbot or by bridging the gap between technology and the human touch by talking with a live agent over a video call.
We work with a range of clients to create highly customised customer journeys that optimise the customer brand experience, all of which is supported by integrated omnichannel technology.
An omnichannel strategy enables client engagements to be switched between social media, web chat, live chat, email, voice or even video.
Video customer support allows agents to engage more deeply with customers for more complex queries combining technology with an empathetic human touch. This powerful combination has proven to reduce call volumes, improve call resolution rates and deliver an enhanced customer experience.
We often see only certain components of an omnichannel solution being utilised but research from Harvard Business Review shows that a full omnichannel integration is a requirement for enhanced brand engagements and many businesses need to prepare for the full change into omnichannel.
If you’re looking for an innovative, cost-effective way to provide a convenient, secure, personalised customer experience that integrates an omnichannel strategy into the customer journey, have a look at the South African outsourcing market.
We have been recognised as a favoured CX Delivery Offshoring destination, giving you access to top English and multilingual skills using sophisticated omnichannel solutions to deliver exceptional customer experiences.
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