The advent of new customer acquisition channels like social media, website, conversational AI (chatbots), and others has led to a variety of choices on how consumers and customers choose to interact with businesses. While this has created new opportunities for businesses to build relations with a customer, with more choice comes more challenges.
Omnichannel customer service aims to set up individual customer touchpoints across a variety of channels that converge seamlessly. This allows the customers to continue their journey with the brand independent of the access channel.
A unified system, omnichannel engagement helps merge customer data from different platforms. All that data can be organized into a dashboard to gain deep customer insights.
A good understanding of how a company’s multiple touchpoints are working for the customers helps in enhancing the overall shopping experience for them.
An omnichannel presence enables real-time interactions with customers using chat or video. This allows for a more personal and hands-on interaction.
Every customer has a preferred way of interacting with a company. Having multiple available touch points enables an organization to contact the customer without causing him any inconvenience.