When customers contact your organisation, they don't only do so via the phone. Customers want to be able to contact you through multiple channels. They expect a personal approach and an excellent experience.
Omnichannel offers you the chance to help customers via the most suited channel. This could be telephony, mail or chat, but also social media. Because you recognise your customer, you can predict why they are contacting you and help them more efficiently and effectively. With more sensitive information or standard procedures, you can use self-service so that your customers can take matters into their own hands. The customers will notice they receive help quickly and will be more satisfied.
Omnichannel service is also a big plus for your employees. With the Online Contact Center, it is possible to work from one screen instead of having to switch between 8 different screens and applications. Because the front and back end systems are integrated, your employees will have the right customer card in front of them with 360 view, the predicted question as well as its solution.
New customer service concepts are possible. For example, photos from WhatsApp that get automatically loaded into the CRM system, multiple channels used simultaneously to help your customer install a modem or proactively inform them. Your customer service department will come up with new ideas for optimising your service.