The Benefits of Omnichannel Contact Center Software for USA-based Businesses

 

Gone are the days when customers would solely rely on phones to get in touch with businesses to resolve their issues or get answers to their queries. Today, an average American customer uses at least ten different channels to contact a business. The channels can be the good old telephone system, website chat, instant messages, or even social media.

 

To handle customer communication across channels and meet customers’ expectations, businesses must use sophisticated tools such as omnichannel contact center software. This post discusses five benefits of an omnichannel call center for US-based businesses.

 

  1. Superior Customer Experience

Would you be surprised to know that businesses that use omnichannel solutions provide a superior experience to their customers? A study conducted by Omnisend, an omnichannel platform for e-commerce players, revealed that omnichannel campaigns witnessed an 18.9 percent engagement rate while single-channel campaigns witnessed only a 5.4 percent engagement rate.

 

Omnichannel contact center software enables businesses to effortlessly manage and deliver consistent customer experiences across all channels. By using omnichannel contact center software, you’ll provide superior customer service and will score high in customer experience and satisfaction levels.

 

  1. Higher Customer Retention

Did you know that, on average, businesses that use omnichannel strategies retain 89 percent of their customers? Not just that, as per recent data, companies that use strong omnichannel strategies report a 91 percent increase in y-o-y customer retention rates. By providing consistent, superior, and unified experiences to customers across all channels, omnichannel contact center software can retain customers for a long time.

 

Apart from providing customers with omnichannel experiences and superior quality of customer service, omnichannel contact center software also provides various self-service options to customers and it plays a huge role in customer satisfaction and retention.

 

  1. Greater Productivity and Efficiency

Businesses that use single-channel call center software limit their agents’ efficiency and productivity. While speaking with customers, agents focus on the call and try to figure out all the right solutions and answers by themselves. But in an omnichannel contact center, agents aren’t limited to any specific channel. They can handle multiple conversations simultaneously, which results in higher productivity and efficiency.

 

Apart from that, the sophisticated features in omnichannel contact center software play a huge role in enhancing efficiency and productivity. Features such as skill-based routing, automated ticketing, and real-time analytics and reporting tools also enhance productivity and efficiency.

 

  1. Cost-Effective and Highly Profitable

As omnichannel contact center software uses VoIP technology to handle customer communications, it reduces communication costs by at least 50 percent. Apart from that, it also substantially reduces operational costs as well as installation and maintenance costs.

 

As per a study conducted by Aberdeen Group, strong omnichannel businesses report a year-over-year cost reduction of 7.5 percent per contact, compared to only a 0.2 percent y-o-y reduction for weak businesses.

 

Aside from reducing costs, omnichannel contact center software can also enhance revenue. A new study found that businesses with strong omnichannel customer engagement witness 9.5 percent growth in their yearly revenue, whereas companies with poor omnichannel engagement see only a 3.4 percent increase in their yearly revenue.

 

  1. Flexibility and Scalability

Omnichannel contact center software is highly flexible and scalable. Using the software, you can cater to your customers’ various needs by supporting a wide range of channels. You can also manage all customer interactions from a unified interface without having to switch between platforms.

 

Moreover, sophisticated omnichannel software can easily accommodate your expanding customer service operations and rising customer base. Using it, you can handle all customer queries and requests effectively and efficiently around the year.

 

Taking Everything into Account,

In an age when an average customer is using more than ten different channels to contact brands, not using an omnichannel or multi-channel communication strategy will be extremely detrimental to a business. Many successful companies are using sophisticated omnichannel contact center software to provide consistent and high-quality customer experience across channels. 

 

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