Why Omnichannel Is the Future of Your Call Center?

 

Wondering why omnichannel communication is indispensable for your contact center? Here are two stats for you.


A study conducted by Aspect Software found that companies that leverage omnichannel communication systems register 91 percent more year-on-year customer retention than companies that don’t have omnichannel strategies in place.

 

A study conducted by Harvard Business Review found that omnichannel customers spend ten percent more online and four percent more in-store than their single-channel peers.

 

As the name suggests, an omnichannel contact center consolidates different channels such as audio calls, video calls, emails, instant messaging, social media, real-time chats, and more in one point of communication. Omnichannel software enables customer service representatives to respond to customers from a single location.

 

Advantages of omnichannel contact center

The omnichannel contact center is gaining a lot of traction in the last few years due to its several advantages. Here are some of the major benefits of omnichannel contact centers.

 

  1. Easy handling of customer interactions

Using omnichannel contact center software, customer service representatives can handle all customer interactions on one screen.

 

  1. Scalable support interface

An omnichannel contact center is extremely easy to scale up. Omnichannel software has all the necessary features that make it easy to scale up and down a call center's operations as per the requirement.

 

  1. Easy integration with third-party software

High-quality omnichannel contact center software is easy to integrate with third-party software.

 

  1. Quick problem resolution

Omnichannel contact center software enables customer service representatives to resolve customer problems much faster as and when the messages are received.

 

Tips to choose an omnichannel software provider

Buying an omnichannel communication system is a major investment. That's why it is crucial to be extremely particular about certain things when selecting the right software.

 

  1. Be clear about your needs

First of all, list down your requirements and what features are indispensable for your business. This will help you to have a clear idea to narrow down the most important features and set a reasonable budget.

 

  1. Check out some trustworthy solution providers

 After deciding on the features and setting a budget, look out for some trustworthy omnichannel software providers on the Internet. After typing in the search term, you will get a lot of websites on the search engine page. Click on the top ten sites on the first page and find out the solutions they are providing.

 

  1. Shortlist a few and contact them

As you find the solutions providers that have the solutions best suited for your needs, go to their contact page and note down their contact details. After you're done with the preliminary search, contact the ones on the list and find out more about their services and solutions.

 

  1. Compare and select the best solution

When looking for software solutions, it is not uncommon to find similar products. In that case, it's prudent to look for things beyond the software such as the price, offerings, support service, and more. This will help you to find a solution close to your budget and specifications.

 

  1. Train your agents

After buying the omnichannel software, arrange demo and training sessions for your customer service representatives so that they can handle calls and messages from a wide array of platforms efficiently.

 

In conclusion

In the digital age, when a majority of customers are using multiple communication channels to transact and interact with businesses, leveraging omnichannel communication solutions has become a necessity. At HoduSoft, we provide sophisticated omnichannel contact center software for all types of businesses. If you are looking for an omnichannel solution, visit our website https://hodusoft.com/ or contact sales@hodusoft.com.

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