Improving Customer Engagement using Omnichannel Solutions

Introduction

Customer engagement hasn’t changed radically. Customers require information and answers in a timely and convenient manner in a format they understand. What has changed is the channel the information is conveyed in. Long gone are the days when the high street, catalogue or telephone fulfilled consumer demands. Improving customer engagement now requires a digital omnichannel approach.

The Omnichannel Approach

Multichannel or Omnichannel – what’s the difference? Put simply, multichannel is different formats of communication that don’t cross over. Imagine a six-lane motorway where no one can overtake, each lane represents email, webchat, social media, SMS, telephone and WhatsApp. So a conversation (or marketing campaign) must start and end in the same lane. Omnichannel allows the vehicles to swap lanes, so a conversation (or marketing campaign) can switch from one form of digital communication to the other. Relatively clear?

The Omnichannel Benefit

For the customer or the business provider, Omnichannel delivers the best experience. Take for instance our award-winning contact centre digital chat platform, Omnireach. Customers can communicate over webchat, email, SMS, social media and the contact centre agent sees all the information on one screen. Easier and more convenient for the customer, yes; easy for the Agent to get up to speed quickly on the query, yes.

Customers expect a seamless digital experience. They see an offer on social media, click through to a website, chat with a bot then submit an order or request through email. Organisations that can pull all the communication strands together are improving customer experience.

Omnireach – the omnichannel solution

Omnireach by Saascoms is utilised globally by over 700 brands, powering their customer experience. It is quite simply the ultimate digital chat platform. Whether you are using web live chat, text messaging, Email, WhatsApp, Messenger or other social media platform.

Omnireach is powered by AI which can resolve up to 95% of customer queries without needing a live agent, learning through extensive closed data. Where an agent is required to help resolve an issue, Omnireach ensures all prior conversations and communication is delivered onto one screen to speed up resolution.

Omnireach Applications

Such is the flexibility of Omnireach, it is used by a variety of organisations across differing sectors. From banking, credit and collections to retail, utilities and charities, Omnireach brings benefits to anyone looking to have omnichannel two-way customer communications.

Omnireach complements contact centres, reducing administrative tasks so agents can focus on more complicated resolutions and customer issues. The powerful AI delivering proven results in improving CSAT scores, creating efficiencies, reducing costs, creating opportunities and improving customer engagement.