Improve customer experience with omnichannel is not a new topic for many people, however, when we go through the world of customer service on a daily basis, we see that there is still a lot of ignorance about it.
That is why we have proposed to make known in a more practical and simple way what omnichannel is and everything that it allows us to achieve.
What is omnichannel?
When we define omnichannel, we refer to the capacity or tool that allows companies to be where their customers are or, in other words, allow customers to communicate with them from their favorite channels in a fluid and effortless way.
This allows us to go beyond multichannel, since communication maintains its common thread even when changing channels.
Whoever has such a resource is advantageous with a wide range of possibilities so that customers can access from any electronic platform without losing the connection of their requirements.
Of course, this is a reality that is made possible in the context of the cloud thanks to the capacity of AI to save the history of all communication media and organize it logically so that there is no confusion in the subject being addressed.
How does omnichannel benefit the customer experience?
Imagine that one of your customers placed an order a week ago by phone and needs to obtain a status of it, however, today they do not have time to make a call so they prefer to use the fastest means they have access to, such as WhatsApp.
With this second communication, omnichannel will allow you to have the context that accompanies their interaction and provide the information that the client is requesting without having to repeat data, which not only speeds up the process, but also increases customer satisfaction.
Omnichannel + AI
Anticipating the needs of customers can be the difference between good and great service.
Omnichannel allows you to be present and provide personalized service, but if we add to this the action of artificial intelligence or AI you can anticipate and provide predictive attention.
If we continue with our previous example, through AI a notification about the status of their order could be sent to the customer through their favorite channel before they need to initiate contact to request this information.
As you can see, if we broaden the picture, omnichannel, together with AI, not only allows you to coordinate customer reception but also improve your presence and your attention, to such a degree that you feel close to them.
It is undoubtedly worth betting on progress and improving the customer experience with omnichannel.
Finally, we would like to know: Would you be willing to try omnichannel as a tool to serve your customers? Please write your answer in the comments section
