Your customers are not engaging with you through isolated channels; for them, it is one ongoing conversation. Whether it starts with a WhatsApp message in the morning, a chat on the web site during lunchtime, and a telephone call in the evening – they would want that to be seamless. This is what is accomplished with omni-channel communication, as every communication from the customer gets integrated into one workspace, helping agents have a complete understanding of the issue.
Benifits of Omni-Channel
The customer receives the same voice, the same quality, regardless of whether the communication takes place via phone, chat or any other channel.
Thanks to complete context, the customer contacts your business only once, which positively impacts CSAT.
Make automated processes take care of the basics so that employees can focus on those cases where human interaction is necessary.
If the client feels understood, he will stay with you for longer, spend more money, and recommend your services to others.
You can analyze how the interaction took place across all channels, find the best way to improve customer satisfaction.
Launching a new channel takes days, not months, so that employees can be ready for whatever the future brings.
Features of Omni-Channel
No need to toggle between ten tabs. All channels and messaging types including voice, emails, chat, SMS, WhatsApp, and social conversations are managed in one desktop for the agents to focus only on the conversation, not on the technology itself.
All past conversations across channels are instantly available without any extra effort as soon as an agent opens the conversation window.
Each contact is automatically routed to the most appropriate agent based on their skills, experience and type of the channel.
24/7 assistance on routine tasks with an effortless transition to a human agent when a certain level of human analysis is needed.
The system constantly analyses the mood in real time and immediately alerts the supervisor about any signs of irritation from a client.
The system provides necessary information in the very center of the conversation.
Why This Solution
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