Omnichannel Optimization
In your contact center and across your organization you have likely implemented or are interested in utilizing multiple communications channels to support your customers—including inbound calls, outbound calls, chatbots, live chat, text messaging, push notifications, and email.
When a customer begins an interaction via your chatbot but then needs to continue that interaction by phone, can your contact center agent access the context from chat?
When a patient attempts to schedule an appointment through your patient portal but ends up calling when they can’t find a good time, can your agent continue the process or does the patient need to start over?
At Singola, we maintain three fundamental rules toward omnichannel experiences:
Customers must be able to flow between channels without interruption to their experience
We need to meet customers where they are today—rather than force them into new channels
As customer behaviors evolve, we need to adapt our access points
As such, we help you understand how customers are accessing you today and how they would like to access you. And we not only help you implement services through new channels but ensure that those new experiences are fully integrated with your existing ones.
Omnichannel vs. Multichannel
An omnichannel approach ensures that each channel is strong alone and integrates well with others, creating continuity across the entire experience.
A multichannel approach focuses on each channel independently, often leaving customers with a disjointed overall experience.