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2 min read
Inoria Blog Team
:
May 29, 2023 3:56:53 PM
The goal of omnichannel customer service is to deliver a consistent, seamless experience across multiple channels. Customers can interact with your company using their preferred channels of choice, seamlessly switching between channels without losing context or having to repeat information. While the concept of omnichannel has been around for a while, many contact centers still struggle to implement it effectively.
Many contact centers are still using legacy systems and technologies that were designed for phone-based customer service. These systems are often incompatible with modern channels and cannot integrate with newer technologies like AI-powered chatbots and automation tools.
Many contact centers still operate in silos, with separate teams handling phone, email, chat, and social media inquiries. This approach can lead to disjointed customer experiences, with customers having to repeat information or receive inconsistent responses across channels.
Some contact center managers may be hesitant to adopt new technologies and strategies, particularly if they have been using the same processes for many years. This resistance to change can be driven by a fear of disrupting existing operations or a lack of understanding of the benefits of new technologies.
Smaller contact centers may have limited resources to invest in new technologies or hire additional staff to manage omnichannel customer service. This can make it difficult to provide seamless and consistent experiences across multiple channels.
While these reasons may explain why contact centers may still be employing a 1990s customer service strategy, it’s important to note that it’s no longer an effective customer-centric approach – and risk losing customers to competitors.
The ROI of an omnichannel platform can be significant, with companies experiencing improvements in customer satisfaction, efficiency, and cost savings. According to a study by Aberdeen Group, companies that implement an omnichannel strategy see an average 91% greater year-over-year increase in customer retention rates compared to companies that don’t.
In addition to improving customer satisfaction and retention rates, an omnichannel platform can also help companies reduce costs. By automating routine tasks and enabling agents to handle multiple inquiries simultaneously, companies can reduce the number of agents required, leading to significant cost savings.
Work with Inoria to see how omnichannel can get you out of the 1990s.
There is good news for customers who are currently leveraging trusted devices from Mitel,...
The landscape of customer experience (CX) continues to evolve, driven by increasing consumer expectations for seamless, responsive, and personalized...