As the contact center melds into an immersive experience hub, omnichannel communication is quickly becoming the gold standard for customer communication. An omnichannel cloud-based contact center allows companies to standardize and unify communications across multiple channels.
Omnichannel communication means contact center staff are kept up to date on a customer’s journey from channel to channel, leading to a better customer experience. Read on for examples of what the omnichannel experience can look like for your customers.
On the business end, cloud-based software can improve local service reliability and allow for faster upgrades and better functionality. Many contact centers have already migrated to the cloud, and we expect to see many more do so in the coming years. In fact, we’re expecting to see more than two-thirds of service providers move their contact centers to the cloud over the next 12 months. Are you among them?
If you’re on the fence about switching to an omnichannel cloud-based contact center, here are 5 reasons you should make the move:
1. Seamlessly Communicate With Customers In Their Channel Of Choice
The omnichannel experience is a seamless one. When your customers contact you through any inbound channel, your agents will have access to their entire customer journey so they can respond and address the issue more effectively.
Whether your customer prefers to contact you via a traditional phone call, SMS text, email, chat, or even your social media platforms, your agents will be able to engage with them easily. You may already be utilizing most or all of these channels to communicate with your customers, but if they aren’t integrated seamlessly into one system it can be difficult to offer the same level of customer care across all channels.
An omnichannel, cloud-based contact center allows you to unify all of these channels to provide consistent service to your customers in their channel of choice.
2. Intelligent Routing for More Efficient Customer Service
An omnichannel system links customer data and personal information from all sources of their interactions with you. With an integrated CRM, an intelligent call router can use your customer’s details to quickly connect them with the right agent or department.
Intelligent routing assesses the needs and context of each customer and connects them with the agent who is most qualified to address those needs. You can also utilize priority-based routing to push the most urgent calls to the front of the queue. Intelligent routing also gives you the ability to offer customers additional ways to receive service through other support channels such as SMS, chat, or video.
With intelligent routing, your customers have their needs met quickly and efficiently, giving them a better overall experience. It also increases agent productivity by ensuring that your agents are prioritizing the most urgent tasks and working on the tasks they are best suited for.
3. Pivot Quickly in a Crisis
With a cloud-based contact center, you have the benefit of being able to recover quickly in a crisis. From an environmental disaster like flooding or hurricane damage to a fire or other accident to a worldwide pandemic, a cloud-based system helps you pivot quickly and easily when an unforeseen event occurs, significantly reducing your down time.
With a cloud-based system, you can easily move to an alternate location, log in remotely, and get back up and running in a snap. Cloud-based solutions can also offer reserve backup disaster recovery protection for your on-site contact center.
Having a cloud-based contact center also allows you to react quickly to changes in contact volume across your different channels, seamlessly switching employees from one role to another. For example, if a crisis arises in one area of your business, prompting an influx of customer calls to that department, you can more easily bring in staff from another area temporarily to help — even if those staff are physically located in another region.
4. Map the Customer Journey
An omnichannel system is effortless because it follows the customer from channel to channel, collecting data about them and tracking their interactions as they go.
As they move from one channel to another — from social media to chat to a call with a live agent, for instance — their complete history and account details go with them. In addition to relieving customer frustration from having to repeat themselves with each new agent or channel, this mapping of a customer’s data gives your agents the tools to serve your customers better…and to sell to them more effectively.
The route a customer takes through your website or mobile app offers you clues into what they’re considering buying and what information they’re seeking about your products and services. With these details in their arsenal, your agents can really take customer service to the next level, using this information to quickly pull up product information or help a customer complete a transaction or web form without starting over.
And with the addition of video communication, agents can even help customers navigate your website, customize their preferences, or learn to use self-service tools. Talk about a complete omnichannel experience!
5. Boost the Customer Experience
Ultimately, the main aim of an omnichannel cloud contact center is to boost the customer experience. The whole point of your contact center is to communicate with your customers; a cloud-based omnichannel experience helps you do that better.
No one likes sitting on hold. Whether your customers contact you by phone, chat, email, or social media, they expect to be connected to an agent who can help them right away. Waiting on hold or getting stuck in an IVR menu can cause a customer to cancel their order or service — or even switch to a competitor. Offering your customers multiple ways to communicate with you reduces or even eliminates waiting times.
And if you’ve ever had the experience of being transferred to multiple agents on a customer service call, you know the frustration of having to repeat your question or concern each time a new person gets on the line. The omnichannel experience eliminates that frustration for your customers by making the details of their issue available to each agent helping them. This, in turn, helps your agents get right to the point so they can spend their time solving the customer’s problem rather than asking repetitive and tedious questions.
With an omnichannel cloud-based contact center, you can anticipate your customers’ needs, communicate with them in their channel of choice, and offer the top-notch experience they expect every time.
Glympse and the Omnichannel Experience
Glympse helps you create an immersive customer experience across your communication channels. Our platform is compatible with SMS, push notifications, email, chatbots, smart devices, and IVR — so you can be available wherever your customers are.
Want to learn more about how Glympse can integrate with your omnichannel cloud-based contact center? Contact us today to discuss how we can help you provide the ultimate customer communication experience.
Author: Cami Zimmer
Chief Business Officer at Glympse
As Chief Business Officer, Cami is responsible for creating and implementing strategies to enhance new business opportunities and elevate the company’s corporate brand through marketing, communications, and public relations. Working directly with Fortune 1000 partners and customers, she supports revenue growth objectives centered around Glympse’s proven location services technology.