Omnichannel Contact Center A Nuanced Approach To Modern Consumers

Published by Magellan Solutions at October 14, 2021

Omnichannel contact center provides intuitive and personalized experience for the modern consumers

Modern consumers want seamless experience in whatever means they approach your business.

Such demand has driven business worldwide to lean towards omnichannel contact center and multi channel contact center. But why?

Why Rely on Omnichannel and Multichannel Contact Center Services?

There are a lot of reasons why businesses rely heavily on Omnichannel and Multichannel Contact Center Services:

1. Customers purchasing journey involves multiple devices

Customers start their purchasing experience on one channel and finish it on another. Channels, devices, and even distances no longer provide a consistent picture of a customer’s purchasing behavior.

As a result, businesses are required to adopt an intuitive strategy in order to meet the needs of their customers regardless of the channel they utilize.

2. Digital devices drives the majority of in-store sales

Digital involvement has a significant impact on physical store sales. In reality, the number of customers who make an online purchase and then pick it up in-store is steadily increasing.

3. Customers that uses multiple channels provides higher lifetime value

Recognizing each customer’s unique approach to business and tailoring their experience increases the likelihood of repeat transactions.

This is a comprehensive approach to typical business-consumer models, enhancing the lifetime value of each customer rather than a one-time sale, which is sometimes more expensive.

Multichannel vs. Omnichannel: Nuanced Approach in Call Center, Marketing, and Retail

Multiple and omnichannel are not simply limited to a single industry.

In fact, it is used in a variety of industries and even inside a single organization. We have divided them into three industries or disciplines: call centers, marketing, and retail.

Call Center

Marketing

Retail

Multichannel

A multi channel contact center means you have an ability to use multiple channels of communication.

Here you can use social media platforms such as Facebook, Twitter, and etc.

Multichannel in simple terms means you are able to use two or more communication platforms at the same time.

However, these channels are disjointed or at limited integration only.

A good example of this is email multi channel contact center solutions.

This means other than traditional means of marketing your products, you use various channels in order to amplify your messaging.

Using multiple channels, be it telephone, email, or social media ables your business to send the same idea to your target customers.

This puts your business as the central core of the whole strategy.

For this specific industry, this simply means you have the ability to sell your products or services through various channels.

You can also create and maintain your business’ presence in various channels to cater to people using such platforms.

Omnichannel

An omnichannel contact center is a modern strategy that links individual processes or channels together.

For voice and non-voice omnichannel contact center solution, you create an approach that is customer-centered.

This means customers can approach your business through various platforms without breaking the link every time they change channels.

An omnichannel call center provider for SMEs uses AI-driven and intuitive CRM tools to create a seamless journey for the customers.

This is a tactic that sets clear rules for each channel for marketing purposes and defines ways of integration.

This allows your business to keep all your channels in one place and your customer database.

At its core, this puts the customer at the center, all the while keeping your branding consistent across these multiple channels.

Branding and marketing messages are also adaptable to each touchpoint to ensure it is consistent with the customer’s experience with your business.

This omnichannel for retail interlinks physical stores and online stores and integrates their processes.

This is an approach that puts the customer at the center and keeps the experience consistent on the brick and mortar store as well as in online experience.

Benefits of Omnichannel Contact Center

An omnichannel call center provider for SMEs can help you gain these following business advantages.

Integrated approach on your processes
Map customer journeys and customize them
Create strategies that address disadvantageous scenarios in the customer journey, on the right time and on the the right channel or platform
Centralized control for all of your efforts across departments

On the other hand non-voice omnichannel contact center solution allows you to enjoy the following benefits:

Qualify and prioritize customer demands according to their chosen IVR choices
Automation of certain responses especially for self-help services
Route clients and customers to the right agent or personnel to provide the best resolution
Collect customer information into a single and comprehensive database
Information sharing regardless of the communication channels used

These advantages results in brand consistency that gives positive impression to your customers such as:

Customers and clients will get an impression that your brand or business pay attention to small details about them
They get an idea that they can trust your business to provide consistent experience based on their specific needs
Trust on your business, based on an impeccable experience dealing with your brand leads to loyalty

Here is Your Guide When Going for an Omnichannel Contact Center

In order to effectively adopt an omnichannel approach whether for call center, marketing, or retail, you have to understand that this is an intensive and complex process. Therefore you need to take these necessary actions to ensure you get the most out of it.

1. Know Your Market

This necessitates an understanding of your customer’s wants, needs, and preferences. This is accomplished through customer feedback, the use of data analytics and social listening technologies, and the examination of your customers’ online and offline activity.

2. Innovate Your Technology

Smart technologies are critical to the success of your omnichannel operations. The higher the possibility of success, the more experienced, streamlined, intuitive, and individualized it is.

To do so, you must first assess your ability to adjust to such demands. If you lack such resources, you might hunt for a service who employs your essential technology or CRM software for omnichannel.

3. Use Smart Data Collection

What distinguishes omnichannel from multichannel is how it uses data and information. As the term implies, this is a compilation of data from various channels or systems.

This includes, but is not limited to, inventory management, CRM, POS, e-commerce sites, and other applications. This stage gives you a competitive advantage while also allowing for seamless data integration.

Magellan Solutions is an Omnichannel Call Center Provider for SMEs

We have 18 years in the business that provides omnichannel services with focused efforts on a shared management approach. As we believe each business is unique and thus we provide solutions that will satisfy your requirements.

Magellan Solutions provides a unique value proposition that focuses on providing excellent performance and services without sacrificing on costs.

Also we are an ISO 27001-certified and HIPAA-compliant BPO company.