The good old days are over when businesses could dictate terms to buyers and it is customers who are courted left, right and center. The reasons are simple: customers today are a more enlightened lot; they have more choices; they are more fickle; they need it NOW; they use various channels to communicate and they have a low tolerance. Trying to keep in touch with customers who use WhatsApp today, twitter tomorrow, Facebook the next and then switch back to email will be like trying to keep jumping across tracks unless you have a unified omnichannel communication system where you can serve and yet be in control. The solution to delivering delightful customer experience is omnichannel contact center software with a measure of intelligence.
Contact center software and that too today’s modern AI-powered omnichannel contact center software confluences all diverse communication channels into a single dashboard. See where the customer is and jump right in. If he switches from twitter to WhatsApp, mimic his actions. Should be then wanting an email, press a button to send an email without leaving the dashboard and breaking contact. Then, as things hot up you can simply dial his number and talk and when you talk you may want an even better interaction which is the right time to switch over to the included WebRTC video chat and conference feature of the omnichannel contact center solution. You may have to skip a few ropes but you stay stuck like glue to your customer and never lose sight.
The Americans developed the term “anticipatory retaliation” which can be inspirational for marketing in that you can develop proactive marketing instead of waiting for leads to trickle in. Omnichannel intelligent contact solution not only keeps track of all channels but listens, looks for and identifies conversations that could be interpreted as a signal that could start a buying process. Even as the thought is inchoate in a buyer’s mind and buyers are “feeling” things out you can jump right in, take them by their arm and guide them into your doorway.
The most important thing about omnichannel software is that it gathers data that can become the underpinning of your omnichannel sales strategy. You could have data on the channels used by customers, the origin point, journey points and final landing point where you convert. You could have data on their preferences and then initiate cross-selling or up-selling strategies. You know their behaviors, likes, and choices so you can anticipate trends. You can compile data on demographics and more. Use data contextually to determine levels of satisfaction so you can improve service delivery no end. Whether it is first time purchase, returns, and refunds or repeat buys, efficient data handling earns you brownie points. Data powers business and the omnichannel solution not only facilitate communication they also help you compile data to power business decisions.
The omnichannel facility makes you available to customers when they want and through the channel of their choice, on desktops or mobiles. There is no disjoint or disconnect or frustrating time delays even if a call goes into an IVR. Trap leads and follow them up promptly or attend to customer complaints. Everything becomes easy because you have a bird’s eye view of all channels and hold them in your hand in the shape of your mobile phone.
Hodusoft’s omnichannel contact center software perfectly aligns with the business ecosystem and, being intelligent, it gets smarter and helps you do more as it ages.