Managing customer interactions is easier than ever with uContact. From Facebook to WhatsApp and live chat to email, manage every interaction on one centralized platform.
It’s time to close the endless tabs! The Unified Inbox lets you stay organized and manage all your digital interactions from one screen. Keep track of conversations across different platforms and quickly respond to your customer’s needs without ever switching a tab.
Take advantage of the digital channels your customers use most. From a single interface, promptly reply to social media messages and posts while enhancing customer satisfaction.
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An omnichannel contact center is a platform that allows contact center agents to interact with clients and prospects through multiple interconnected communication channels.
This includes phone, chat, email, text and social media. This technology gives agents a complete 360-degree view of customer interactions and enables a consistent and seamless customer experience.
The difference between omnichannel and multi-channel contact centers is the level of integration.
Just like omnichannel contact centers, multichannel contact centers offer customers multiple communication channels. However, these channels are distinct from one another and operate independently. Each channel uses its own tools, metrics, and workflows. Therefore, customer interactions and data are disconnected. So while a customer can interact through multiple channels, there is little consistency between them.
Consider, for example, a customer who reaches out via social media to check their order status. A week later, they call to inquire about the same issue. Because there is no connection between the two channels, the new agent doesn’t know that the customer had previously reached out. The customer has to repeat themselves and restart the entire inquiry process. This increases handling time and decreases satisfaction.
Alternatively, omnichannel contact centers, offer a unified journey. Customers can contact the business on one channel and continue the conversation on another. Agents have a complete picture of the customer's journey with access to transcripts and previous history. In this way, the client can avoid repeating the inquiry as the agent is fully informed. Agents can answer questions quickly and efficiently and provide customers with a quick resolution.
Understand The Customer JourneyTo create the most effective omnichannel strategies, it is important to first understand your customer's journey across all touchpoints and measure customer experience level. Gain a clear picture of where your customers are interacting with your brand, and allocate resources to support those channels. If your prospects and clients are active on social media, make sure to include them in your contact center strategy.
Strike A Balance Between Automation And Live SupportAdding automation to your contact center workflows and processes is a powerful way to increase efficiency and improve agent productivity. However, it's important to have a balance between offering human help and providing automated responses and self-service options. Always have a way for callers to connect with a live agent.
Monitor Performance And Adjust StrategyAnalyzing data and insights can help you better understand customer behaviour and preferences. It is important to regularly monitor and reassess contact center performance and strategy based on this insight. Identify areas for improvement in customer experience strategy by regularly analyzing key metrics such as response time, first contact resolution, and customer satisfaction.
An omnichannel contact center must provide multiple communication channels. This allows businesses to meet customers on their preferred channels. All of these communication methods should be accessible through a single platform for maximum efficiency.
Telephone - with advanced inbound and outbound routing capabilities.
Email - with integrations to popular email hosts.
SMS - with multimedia (MMS) capabilities.
Messaging Apps - like WhatsApp Business.
Social Media - including the most popular platforms like Facebook and Instagram.
To provide seamless service, the contact center should integrate data from all channels. Agents should have access to all customer information, including history and previous interactions, regardless of the channel used for the interactions. This provides agents with context and allows them to personalize service.
One of the most important functions of contact centers is the ability to route customer communications to the appropriate agent or department. Omnichannel contact centers should be able to route inbound calls based on various criteria such as caller needs, agent skills, agent availability and more. This ensures customers are quickly connected to the agent best equipped to address their specific needs. As a result, resolution times are reduced and increased customer lifetime value.
Cloud-based omnichannel contact centers should gather customer feedback and provide agents with insights that allow them to provide personalized service. Insights include customer preferences, previous interactions, and purchase history. Agents can use this information to provide more tailored and effective service. Ultimately, this results in a better customer experience.
Data-driven decisions are critical for contact center success. Every contact center platform must include analytics and reporting tools. Omnichannel contact center solutions should allow for tracking, monitoring, and providing insights into agent performance and customer satisfaction levels. This should be available through preset reports or reports you can customize to your business needs.
An omnichannel contact center should have enterprise-grade security and reliability features to ensure the privacy and safety of data. Look for features such as encryption, access controls, backup and recovery capabilities. These features will ensure customer data is secure and confidential, protecting both your business and customers.
Multiple Channels: When it comes to creating a great customer experience, offering multiple modes of communication is a must. Through omnichannel solutions, customers can communicate with a business in a variety of ways. Communication methods include phone, email, SMS, messaging apps like WhatsApp Business, and social media platforms like Instagram and Facebook.
Consistent Service: Consistency is key when it comes to customer service. With interconnected digital channels, it’s easy for customers to switch between channels without needing to repeat their queries. They can receive the same level of service regardless of the channel they use. 
Personalized Service: Customer satisfaction can be boosted by providing personalized service. With interconnected channels, agents have a full picture of customer history and interactions. This information permits agents to provide personalized recommendations and tailored services. 
Quick Resolution: Quick resolution is a sure way to keep customers happy and loyal. With all customer information available on one screen, including profile, previous interactions, and purchase history, agents can quickly assess the situation and provide quick resolutions
