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?
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.
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