The Definition of Omnichannel Customer Engagement

With technology changing the ways in which business engages with their customers, customers no longer take a linear path to organizations. Instead, they are more likely to engage with companies using multiple channels and across channels whilst pausing and altering their route throughout the journey. It is common for customers to still conduct online searches and visit a website before making a phone call.

It is difficult for companies to synchronize multiple channels at the same time in customer journey, whilst also providing a personalized experience throughout each customer lifecycle if without a proper omnichannel customer engagement platform. As a result, rather than providing disconnected interactions, companies often make use of omnichannel customer engagement and contact center solutions to help enhance customer engagement and manage customer journey.

Customer expectations have created the need for omnichannel customer engagement over the past few years. Statistics have shown that around 82% of customers will not buy from a company if they experienced poor customer service. Polls from around the globe have also shown that poor customer service was within the top three reasons that customers stop being loyal to a brand. This is caused by long waiting times, the need to repeat information consistently, having a new representative each call or getting passed from one representative to another during a single call. On top of this, the modern customer expects to be able to solve problems themselves. Recent surveys have shown that around 71% of customers expect excellent self-service, whilst 67% of all customer pain is avoidable if businesses are able to resolve a customers problem during the first interaction.

So, how can the modern-day company meet such high customer expectations and decrease the loss of customers due to poor customer service? They make use of omnichannel customer engagement in order to provide customers with excellent service through social media, chat, video, email, self-service, mobile app and website. They also ensure that interactions for their customers flow seamlessly from one channel to the next, even when they have to move from self-service to live support channels.

The Advantages Of  Omnichannel Customer Engagement

Once a company has managed to create an outstanding omnichannel customer engagement experience, they are able to eliminate the need for customers to repeat information such as customer enquiry, reducing time wasted on a call. As a result, customers must only state their personal identity once throughout the call/ interaction the customer service officer will know their interaction and buying history. On top of this, companies can also create a shorter resolution time and reduce the unnecessary hassle that customers will often experience when it comes to repeating their enquiry to customer service staff. Nubitel CX as an omnichannel customer engagement platform complements Nubidesk (CRM) where we can use existing customer information to handle interaction even better.

Companies that make use of speech interactive voice response (IVR) and self-service opportunities are developing a competitive advantage within the industry and reduce customer dissatisfaction. Such advantages are crucial to contact center solutions that integrate business processes, from front and back offices, departments, and customer journey.

From the perspective of companies, omnichannel customer engagement enables the customer service staff to perform at their best with high flexibility and scalability. One of the greatest benefits to customer service staff is that they can work with any device, anywhere as Nubitel provides WebRTC technology that enables them to access their working tools with a web browser on laptop or mobile app. Due to this easy accessibility, your customer service team can work well even when they are working from home. Supervisors are able to manage staff’s performance from the comfort of their home with in-depth reports our system generates. This enables them to make necessary adjustments and improvements to their process.

Many companies choose to turn to Nubitel communication platforms to improve their customer engagement and satisfaction. We even make use of AI-powered chatbots to meet current customer demands. AI-powered chatbots are typically better integrated with the Omnichannel Customer Engagement Platform and CRM that boost your brand’s online reputation and presence, allowing your staff to access customer information and provide personalized experiences at the next level. Get your Free Trial here.