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Omni-Channel Communication and the Customer Experience

EMS CRM call center help, customer service, social media communications

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Crafting an exceptional customer experience is a tall order, but not an impossible one. If you’re striving to serve your customers well, you already know it requires being present and ready to serve on multiple channels- truly, wherever your customers are. Ensuring consistency among each of your channels can be a daunting task, but it’s not impossible. With omni-channel communication, seamless customer experience is within reach.

Omni-Channel Communication and the Customer Experience

Omni-channel vs multi-channel

Multi-channel refers to the use of the multiple channels available to the customer without being integrated with each other. A customer may interact with a brand in a brick-and-mortar store, their online shop, via telephone, or social media, but with a multi-channel system, each of these interactions might be in a separate silo. For example, a customer may send an email detailing difficulties they’re having with a product. If they don’t receive a response quickly enough or if their issue isn’t resolved, they may call customer service, where they’ll have to explain the issue all over again. Omni-channel communication eliminates the introductory phase of each interaction by integrating all of your channels, providing your customers with a seamless experience, no matter how they access your business.

Consistent customer experience across all channels

Customers don’t think of your brand as individual channels- and they shouldn’t. They see you as one brand, not X company online, X company customer service call center, X company social media. Omni-channel communications help create a consistent experience for your customers across all of your channels.

Saves time for you and your customers

When you have access to all of the customer’s interactions with your brand, no matter where they occurred, you can streamline the troubleshooting process. Customers spend less time explaining the problem because your agents can already see their contact history. Also, if troubleshooting requires multiple channels, it’s a seamless and simple process to switch channels in the middle of an interaction.

Empowers agents

With omni-channel, agents have the necessary tools to begin problem-solving immediately. Their access to previous customer interactions can increase first contact resolutions, an outcome that your agents and your customers will welcome.

Reporting is simplified

Multiple channels mean multiple metrics, which can mean a logistical nightmare when it comes to comparing reports. Having an omni-channel system means all of your customer data can live together in one place.

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