Omnichannel Customer Service Platform – when more means more

Introduction

With less than one in twenty organisations using a fully integrated Omnichannel Customer Service Platform for their CX solution, is it any wonder their efficiency has gone down and not up? Multiple platforms and systems trying to come together and deliver a seamless customer experience are doomed to failure.

What’s The Problem

Multiple systems struggle not only to talk with each other, but also to communicate and share data in real time. How do they escalate an issue to a live agent when required? If a customer uses email, text, webchat or social media – how can each system deliver an equal resolution standard? What happens if the customer switches from SMS to email? How does the multiple system approach cope?

Too many systems often lead to a breakdown.

The Omnireach Solution

Saascoms Omnireach is an award-winning omnichannel customer service platform that seamlessly combines digital chat. It is the ultimate chat platform. Offering two-way messaging with agent ticketing allocation, Omnireach can manage your digital communications, whether it is web live chat, text messaging, Email, WhatsApp, Messenger or other social media platform.

AI Integration

Omnireach is powered by AI which can successfully resolve up to 90% of digital interactions. Omnireach can also identify vulnerability, manage administrative tasks including ID&V, or provide account information or updates.

If unable to resolve the customer query, or should Omnireach identify vulnerability, the customer is immediately passed over to a live agent and displays all previous correspondence on one screen.

AI works in harmony with live agents.

More is Less

More channels can equate to more resolutions and as a result improved CSAT scores – when using an integrated solution such as Omnireach. Using disparate and separate systems leads to potential issues and reduced customer service.

Would you like a demonstration of Omnireach? Call the team at Saascoms or check out the YouTube Video.