7 advantages of omnichannel in the Contact Center
In business, there are many processes that differ from each other in the level of relevance, cost, business rationale and convenience. The answers to these questions are guidelines for further decisions when creating an effective Contact Center and how it should work.
“Omnichannel”
In the context of Genesys Cloud CX and CC support, Omnichannel is a combination of two words from the English language: omni- all/all/everywhere, while channel is channel/path. I admit: whoever coined the term knew what he was doing! it is a functionality thanks to which we collect all communication channels between customers and our company in one place. When I write “all channels” I mean: social media instant messengers, chatbots, emails, phones, voicebots, SMS, contact forms, etc.
What does this give in practice?
- the convenience of the consultant's work increases (he does not have to click through many different applications, windows on the desktop)
- the waiting time of the client for a response decreases (the consultant has everything in one place)
- the consultant sees the history of communication with the client (for example, during a telephone conversation, he can read an e-mail from the client from 2 days ago)
- the client feels real care (he does not have to explain each time what his problem is/ what he calls with)
- we can decide whether we set up the handling of requests according to the established queues in CC or if they fall from one client to the same consultant
- the consultant sees (in a clear view) where the client “walked” on our website, what tabs he opened, what he was interested in (feeding hashtag #BI with data)
- consultants have a database of ready-made information uploaded to the program (they do not have to browse hundreds of words from a folder on the desktop+if someone adds any new descriptions, they are updated for everyone).
An example of such a structured customer service would be when a customer, writing something in a chat from our website, asks us to call. The consultant calls, talks, translates and confirms it by email with the arrangements: as the client requested. And all this in a matter of minutes. This is a competitive advantage!
If the company currently supports only selected communication channels due to the fear of confusion and omission of some notifications, then in the case of Genesys Cloud this can be done in stages and additional channels of communication can be added.
Thinking about it, I see some similarity to the old sales rule — make as many payment options available to the customer as you are able to. I think it's similar here!