Learn Why You Should Move Your Contact Centre To A Cloud Omnichannel Customer Engagement Solution | Nubitel
×

Error 404

The page you're looking for is not found.
Nubitel
Email: sales@microteltechnology.com
  • Solutions
    • Unified Communications
    • Cloud PBX
    • Omnichannel Customer Engagement
    • Social Chat Platform
    • Speech Analytics
    • WhatsApp Business Solution and API
    • AI-Powered Chatbot
    • Customer Relationship Management | Nubidesk
    • Click To Interact
    • SIP Trunking
  • Resources
    • Event | Nubitel
    • Video Centre
    • Blog
    • Glossary
  • Contact Us

Learn Why You Should Move Your Contact Centre To A Cloud Omnichannel Customer Engagement Solution?

Learn Why You Should Move Your Contact Centre To A Cloud Omnichannel Customer Engagement Solution?

by nubiteladmin / Tuesday, 26 January 2021 / Published in BLOG

Are you still using proprietary hardware which is only voice-centric for your customer service? Will it make more sense to migrate to a Cloud Omnichannel Customer Engagement Solution?

 

About 47% of consumers(1) admit that they are using three to five different communication channels to get in touch. These communication channels such as social media, SMS messaging and chatbots on your site, helps you to connect with future and existing customers on their terms.

 

Omnichannel Customer Engagement, What Does It Mean?

Omnichannel provides your customer support experience across all channels and devices. The ultimate goal is to be wherever your customers are at and centralised it into one platform, in the meantime capturing as much data possible.

 

This will allow your business to better align efforts and deliver the best customer service by providing your customers with multiple ways to engage with your business and integrating them into one seamless unified customer experience.

 

Omnichannel and Multichannel, What Is The Difference?

 

Many businesses already have an established multichannel presence such as website, social media, SMS, and Email. Multichannel customer service uses different communication channels to engage with your customers separately.

 

With multichannel, each platform has its own different strategy, user experience, and protocol. However, stats show that customers are not a fan of these approaches. 90% of customers(2) expect a consistent customer experience across all channels. As high as 89% of customers(3) feel frustrated when they have to repeat themselves over the same issue to multiple customer service representatives.

 

 

So, Is Omnichannel Worth The Time, Money and Effort?

Definitely.

Here are some of the reasons why you should switch to a Cloud Omnichannel Customer Engagement Solution.

 

 

#1 Better Customer Support and Engagement

The more channels of engagement you provide your customers, the better your team will be at resolving issues before your customer becomes dissatisfied. This will provide a feeling of empowerment to your customers by providing them with the choice of their preferred channel.

 

 

#2 A More Personalised Experience

Regardless of the channel used from past interactions, everything will be recorded and documented. Your customer service team will be able to view what was conversed from the past interaction even if it’s from a different channel. Saving the need for customers to have to repeat themselves about previous cases.

 

 

#3 All Interaction Channels into One Platform

All your interactions across all channels will be recorded, consolidated, and converted into a universal queue in a centralised ticketing system. This allows your customer service team to be versatile and focused on handling customers regardless of the channels they used, creating a standardised customer experience across all channels.

 

 

#4 Remote Working

On-premise contact centre are traditionally legacy hardware-based, the current pandemic has forced the requirement for a remote working solution, and legacy hardware does not have the capability for remote usage. 

Moving to a Cloud Omnichannel Customer Engagement Solution enables your customer service team for remote working with the full contact centre features, eliminating the need for hardware. 

 

 

#5 Flexibility and Scalability

Traditional on-premise contact centre setup is hardware-based, scalability has a limit depending on the hardware capability. Once the limit is hit, you will need to get additional hardware and setup again. Cloud Omnichannel Customer Engagement Solution has virtually no limit to the number of users, no extra hardware set up is required, it is 100% web-based. You only need to contact your solution provider for additional subscriptions.

 

 

#6 More Cost-Effective

Cloud Omnichannel Customer Engagement Solution is usually subscription-based. You only need to pay based on the number of users as your customer service team grow, eliminating the need for huge initial investment cost for hardware purchase and setup. Turning your contact centre from CAPEX to OPEX model.

 

 

Get Started with Omnichannel Today

Nubitel CX is a fully unified and full-fledged contact centre solution, streamlining interactions across Voice, Video, Emails, Chats (WhatsApp, Telegram, WeChat & Line) and Social Media (Facebook & Twitter) into a single interface. With WebRTC technology, Agent & Supervisor can work remotely using web-browser to perform their task. Hosted on AWS, Nubitel CX combine enterprise-class security features and comprehensive system security to ensure data are always protected.

If you want to learn more about how Nubitel as a cloud contact centre solution provider can help your customer service team.


Click Here For More Information.

 

 

1 –  https://www.piesync.com/blog/5-customer-care-trends-every-sme-needs-to-know-in-2018/
2 – https://www.sdl.com/about/news-media/press/2014/90-percent-of-holiday-shoppers-expect-consistent-brand-experiences-across-channels-and-devices-according-to-sdl-survey.html
3 – https://www.accenture.com/t20150523T052453__w__/gr-en/_acnmedia/Accenture/Conversion-Assets/DotCom/Documents/Global/PDF/Strategy_3/Accenture-Global-Consumer-Pulse-Research-Study-2013-Key-Findings.pdf

 

0
  • Tweet
Tagged under: Cloud Omnichannel Customer Engagement Solution, Customer Service, Nubitel CX

About nubiteladmin

What you can read next

10 Most Powerful Features of Unified Communication Solution
Why is Cloud Contact Center Solution a must in 2020 and beyond_ (2)
Why use Contact Center as a Service on Public, Private or Hybrid Cloud?
Why Call Center Solution is Essential to Your Company

Recent Posts

  • Delivering Superior End-to-End Customer Experience in Healthcare

    Helping Singapore’s Leading Private Healthcare ...
  • Learn Why You Should Move Your Contact Centre To A Cloud Omnichannel Customer Engagement Solution?

    Are you still using proprietary hardware which ...
  • Customer Service Trends to Follow in 2021

    The customer service industry has definitely be...
  • Introducing The Nubitel Ecosystem

    What is Nubitel? Nubitel is a Revolutionary Clo...
  • 5 Little-Known Factors That Could Better Your Remote Customer Service Agent’s Performance.

    Most businesses are struggling to navigate the ...

Recent Comments

    Archives

    • February 2021
    • January 2021
    • December 2020
    • November 2020
    • June 2020
    • May 2020
    • April 2020
    • March 2020
    • February 2020
    • January 2020
    • December 2019
    • November 2019
    • October 2019
    • June 2019
    • February 2019
    • August 2018
    • July 2018
    • May 2018
    • March 2018
    • February 2018

    Categories

    • BLOG
    • Case Study
    • Chatbot
    • Contact Center Solution
    • Event
    • Technology
    • Unified Communication

    Product

    • Unified Communications
    • Omnichannel Platform
    • Social Chat Platform
    • Customer Relationship Management | Nubidesk
    • Nubibot
    • Speech Analytics
    • WhatsApp Business Solution and API
    • Click To Interact
    • SIP Trunking

    Resources

    • Event | Nubitel
    • Video Centre
    • Blog
    • Glossary

    Company

    • Contact Us
    • Privacy Policy
    • Nubitel Data Privacy Notice
    • GET SOCIAL
    Nubitel

    Nubitel is a Cloud Communication Solution Provider approved by IMDA.
    We hold SBO (Class) Licence No.: CL000501 & SBO (Individual) Licence No.: IN000650
    © Nubitel. All rights reserved