Omnichannel and Call Centers – A Perfect Match

If you think of a call center, what is your initial reaction? Whether you have dealt with call centers in the past or have yet to experience one, the reactions all tend to be the same – why waste the time?

Call centers have a notoriously bad rep when it comes to customer service, but in recent years many have started to go the omnichannel route. But what does this mean, and how does it help you as the customer?

With traditional call centers becoming almost redundant in favour of omnichannel support, it is good to know your options. Here is the breakdown of everything you should know.

Omnichannel Benefits

Omnichannel support offers the customer the choice of how they would like to interact. While many people prefer email or SMS communication, maybe you prefer to talk face-to-face with a consultant. Some of the interactive ways of communication now offered are:

  • SMS
  • OTT messages
  • Phone calls
  • Email
  • Web chatbots or LiveChat
  • Video chat

Omnichannel offers customers a way to navigate easily without any interruptions or frustrations. Agents have records that can be referred back to from previous interactions and other communication platforms which also help to speed up the whole process.

Multichannel vs Omnichannel

Multichannel support also offers a range of various communication preferences, but while it is accessible and easy to use, no historical data is kept. This unfortunately creates a rather broken communication strain if you are communicating on multiple channels.

With records being available across all areas of communication, omnichannel offers a customer experience that is just that much better. And since call centers are all about the customer experience and how this can be improved, isn’t omnichannel the way you want to go?

The Customer Experience

The idea of omnichannel call centers is to improve the customer experience; to allow customers to communicate with you without dreading the task. And as a customer, if you have used various channels to communicate with a company, then you expect all communications to be on record somehow, right?

People hate to repeat themselves. This is why the idea of omnichannel communication is so appealing – it removes one of the most frustrating parts of dealing with a call center. This also means that issues can get resolved quicker if everyone involved knows what has happened and what is still needed.

It’s a Convenience

Did you ever imagine you would be able to deal with customer services in a way and at a time that was convenient for you? Well, this is where omnichannel is going. Gone are the tedious hours on the phone being shuffled from person to person.

Being able to communicate in your preferred method means the whole process becomes shorter, less frustrating and more productive. And always remember that customers tend to stay loyal to a brand that can resolve any issues quickly and efficiently.

Going Digital

If a global pandemic has taught us anything, it is that you must be open to change. Digital channels have risen to the front of communications during the last few years, and the benefits of these have been recognized. And many will remain long after the pandemic is over, purely because they are just more convenient.

The Personal Touch

Imagine dealing with “someone” who knew exactly who you were, what you needed, and how to get you to that point. You would feel content, maybe even just that little bit special. Like what you needed mattered.

Unfortunately, the way traditional call centers operate is the exact opposite of this. You end up feeling frustrated, disappointed and upset.

By using omnichannel communications, customers have this opportunity to feel that the business or brand cares about them. That their problem matters and that resolving it is important. Nothing says we don’t really care like being on hold for five hours only to deal with someone who doesn’t have the background of your problem.

Omnichannel Customer Service

Omnichannel call centers are the perfect solution for frustrated customers. And every business should invest in exceptional customer service.

Whether you believe it or not, it is one of the key areas in keeping customers loyal to your brand. And what better way to do this than to invest in omnichannel communications?

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