5 reasons to deploy an omnichannel platform

The diversity of customer relationship channels with brands makes the deployment of an omnichannel platform to be essential. If you want to keep your relevance to the public, your business needs to be inside technology news and novelties.

Omnichannel communication is responsible for a more fluid interaction between customer and business. With this strategy, several channels can be used in the purchase and relationship process not affecting user experience.

It’s the opposite: providing attention service through different channels only makes customers’ life easier. Regardless of the chosen contact, the customer can make a purchase, solve a problem or ask questions in a simple and quick way.

Considering the omnichannel platform relevance nowadays, we highlighted five reasons for your company not to waste time and adopt it right now.

  1. Integrated Communication

The first and most significant benefit of the omnichannel platform in your company is to have an integrated communication. By having it, you will ensure quality in customer service and experience.

The customer can contact the company through email, social networks, WhatsApp, website, application, telephone, among others. But regardless of the channel, he should feel free to switch platforms not affecting his interaction with the brand.

What’s more, it’s important to pay attention to the customer’s track record. For example, telephone interactions should be considered when opting for a next approach in social networks. This integration of information is imperative for a satisfactory experience.

  1. Assertivity in relationship channels

An intelligent and strategic omnichannel platform can monitor and store customer history. With the information contained in it, you can have more assertive service and communication on the following contacts.

This historical analysis allows, for example, to identify which channel the customer prefers and thus to use it in later approaches. This care improves customer experience with the brand, as well as increases the chances of a successful interaction.

  1. Service customization

Having a customized and humanized service is not necessarily related to a human agent on the other side of the line. What matters is that the contact meet customer expectations. This requires the contextualization of the approach, a quick resolution, considering previous interactions, etc.

In this way, more and more, using a virtual assistant with artificial intelligence is a good option to provide this experience for the customer. This solution can then be integrated into the omnichannel platform. This makes the interaction more complete regardless of the client preferred channel.

  1. Detailed reports

The relationship and customer service depend on the information available about the customer’s path of interaction with your company.

With this in mind, relationship solutions should provide complete reports about interactions. It is worth to say some of them: number of approaches, preferred channels, resolution rate, customer satisfaction index, among others.

With more complete reports, you, as managers, are better able to organize the operation of the customer service department. The result will be a more efficient department with a satisfactory performance.

  1. Easy customer relationship management

The automation provided by the omnichannel platform makes the management of the relationship with your clients to be easier. This is because part of the processes is performed automatically and without human intervention.

In addition, automated processes generate a reduction in operating costs. Therefore, the department can attend more customers, in a more productive way and spending less. That is, it optimizes the financial management of the sector.

What are the advantages of the Olos’s omnichannel platform?

OlosChannel is a customer engagement software that integrates all brand communication channels. With this, the solution offers a smooth experience and provides positive impacts. Your company will get to increase customers satisfaction with the service, raising the chances of loyalty and retention.

The technology monitors service channels in order to identify consumer preferences. This way, it opens the appropriate channels and makes the contacts to be effective.

With data intelligence, the customer’s journey is mapped. The goal is to promote customization and assertiveness in customer service.

Finally, the omnichannel platform also offers complementary call center features. For example: the ARU, which collects customer information and directs the service; the digital agent, which promotes interactions without human contact; the dialer; real-time monitoring with full reports of calls, and more. Is it time to move your business to the omnichannel era? Get to know OlosChannel now and contact us!

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