“Omnichannel” is a word everyone is talking about.
Customer service is an opportunity to mobilize all contact channels to better serve consumers, offering both traditional channels (telephone, email) and innovative media (chat, social networks, especially for millennials…).
Indeed, the French now use an average of 3.4 different channels to contact customer service (source: Observatoire des Services Clients BVA 2019).
Emerging media (messaging, social networks, etc.) have seen particularly strong growth, doubling in five years.
The same trend can be observed in Europe, where an average of 3.7 channels are used.
Deliver optimized omnichannel interactions
How can you offer the same level of service across three, four or even five contact channels?
How can we guarantee perfectly consistent messages to consumers on their preferred channels?
One of the keys is to provide contact center advisors (consumers’ privileged contacts) with solid tools, including :
- a 360° view of customer interactions (to increase expertise and productivity, but also comfort, as we now know the importance of symmetry of attention, that close link between customer satisfaction and employee satisfaction).
At a glance, the agent will be able to view the emails, call reports and last invoice of his or her contact, for example, and offer an adapted and rapid response. - Help in prioritizing flow management (by segmenting, for example, hot flows that can’t wait, such as calls and chat; and cold flows such as emails, which can be answered during quieter times).
In this sense, the tool’s high level of configurability is crucial, so that it can be adapted to the level of activity and the employees present.
360° benefits
It has become strategic to respond to this evolution in consumer behavior in order to increase customer satisfaction.
What’s more, everyone can benefit from a perfect omnichannel experience.
In fact, the flexibility of the contact center brings benefits that are immediately perceptible to consumers:
- reduced waiting time,
- tailored response and increased resolution from the very first call,
- seamless optimization of the customer experience, tailored to the needs of each segment.
For the contact center, it’s also a 100% win-win situation:
- improved productivity
- refined customer knowledge,
- greater customer loyalty/retention,
- increased profitability,
Elit-Technologies and Cisco's answer to this new challenge: the Webex Contact Center solution
Elit-Technologies and Cisco have joined forces to bring you the Webex Contact Center solution.
Elit-Technologies’ expertise, combined with that of Cisco, enables advisors to deliver consistent messages and managers to manage their customer relations, whatever the channel used.
The secret?
The centralization of all customer messages in a universal queue, and a unified, intuitive, high-performance interaction processing interface.
