Tag Archives: Omnireach

Omnichannel

What Is Omnichannel Communication? A Complete Guide for Modern Businesses

In today’s digital world, fast, clear and effective communication with customers is more critical than ever. Businesses need to meet customers wherever they are, including email, SMS, social media, or live chat. This is where omnichannel communication comes in.

But what exactly does it mean, why and how should your business adopt it? 

Understanding Omnichannel Communication

Omnichannel communication is a strategy that integrates multiple communication channels to create a seamless and unified customer experience. Unlike multichannel communication, which uses various platforms independently, omnichannel ensures all channels are interconnected. This allows customers to switch between channels without any disruption.

For example, a customer starts a query via email, continues it through live chat, and finishes the conversation via a phone call—all while maintaining a consistent experience.

Omnireach from Saascoms has been pioneering omnichannel communication since 2020, winning multiple awards and adopted by over 700 brands globally. 

Key Benefits of Omnichannel Communication

  1. Enhanced Customer Experience: Customers value convenience and consistency. Omnichannel communication ensures they receive the same level of service, no matter the platform.
  2. Improved Customer Retention: A smooth and cohesive communication experience builds trust and loyalty, keeping customers coming back.
  3. Higher Efficiency: Integrated systems reduce duplication and streamline operations for your support and sales teams.
  4. Actionable Insights: By tracking customer interactions across all channels, businesses can gain valuable data to personalise and improve services.

How Omnichannel Communication Works

Omnichannel communication relies on advanced platforms that integrate and manage various channels. These platforms centralise customer data, enabling businesses to:

  • Maintain a single customer profile accessible across departments.
  • Respond to inquiries in real-time, regardless of the channel.
  • Use AI and chatbots to automate responses while maintaining personalisation.

Saascoms Omnireach provides businesses with the tools to manage communication seamlessly across SMS, email, WhatsApp, and webchat. By deploying our AI ‘Saasbot’, customers can resolve up to 90% of customer queries without direct human intervention. All operating 24/7/365.

Real-World Applications of Omnichannel Communication

Let’s look at how omnichannel communication can work in real world communications.

Retail:

  • A customer checks product availability on a website, asks questions via live chat, and completes the purchase in-store.

Healthcare:

  • Patients book appointments online, receive reminders via SMS, and consult with doctors through video calls.

Credit & Collections:

  • Customers receive account alerts via email, chat with support through Messaging, and visit a platform to make a payment.

Why Your Business Needs Omnichannel Communication

In an age where customers demand instant results, businesses that fail to offer seamless communication risk losing out to competitors. Here are a few compelling reasons to adopt omnichannel strategies:

  • Stay Competitive: Most industry leaders have already implemented omnichannel systems.
  • Boost Revenue: Better customer experiences lead to increased sales and repeat business.
  • Future-Proof Your Business: Omnichannel is not a trend; it’s the future of customer interaction.

How Saascoms Can Help

At Saascoms, we specialise in empowering businesses with cutting-edge omnichannel communication solutions. Our award winning Omnireach platform enables two-way communication through SMS, email, WhatsApp, and webchat, ensuring your customers always stay connected.

Key Features of Omnireach:

  • Centralised communication management.
  • AI-driven chatbots for automation.
  • Secure and compliant data handling (ISO 27001 certified).

Conclusion

Omnichannel communication isn’t just a buzzword; it’s a necessity for businesses aiming to thrive in a competitive market. By integrating all your communication channels, you can provide a seamless and satisfying customer experience that drives loyalty and growth.

Ready to take your business communication to the next level? Contact Saascoms today to learn how our Omnireach platform can help you achieve your goals.

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Saascoms AI

Artificial Intelligence in Credit and Collections

Conversational commerce has grown significantly, especially during COVID restrictions. Consumers now expect to engage at their convenience, using multiple technologies.

It is predicted that by 2025, 85% of all customer service interactions will exist without person-to-person involvement.

Saascoms Omnireach is a conversational agent platform which centralises all forms of chat (webchat, SMS, e-mail, Whatsapp and other social media) onto a single engagement platform.
The customer can communicate via their preferred channel and switch between channels during their interaction without needing to re-validate their ID.

At the heart of the solution is a powerful and trainable “frontline” AI chatbot that communicates in 92 different languages and analyses conversations using sentiment, key phrases and natural language processing (NLP). The AI chatbot is contextually aware and, by machine learning, becomes progressively smarter.

This ‘virtual assistant’ has a pre-programmed ‘Arrears and Debt Resolution’ knowledge base taken from tens of thousands of interactions in a DCA environment and is used to train machine-learning algorithms that power our AI.

The AI engine has monitored and analysed over 100million conversations and agent responses within the Collections & Arrears environment over the last four years, ensuring our NLP engine has a 99.7% intent and sentiment match success rate. This makes it possible for the AI to identify up to 75% of the customer intents at the adoption stage.

By providing ‘frontline’ support to the agent function, conversational AI analyses chat quickly and in real-time to automate conversations, drive efficiency, and respond to customer needs. In the first instance, the AI will identify and verify (ID & V) the client via an API or data feed into the client CRM database. Once security has been passed, the AI Chatbot will accurately identify the customer’s intent and respond accordingly.

The Chatbot detects nuances in a customer’s questions and responses and gives relevant answers the way a human would. The conversation continues until a question has been answered, their problem has been solved, or until the request is transferred to a live agent.

Many tasks can be dealt with without the need for agent engagement, as the Chatbot takes the customer through a workflow process The Omnireach AI typically resolved 27% of all interactions with a single line response and 42% without live-agent involvement. The latest statistics from Q1 2022 suggest 72.4% of conversations engaging with the Saascoms Collection & Arrears Chatbot are resolved on the first contact.

Accurate identification of a customer’s requirements is key to providing a high-quality customer journey, raising engagement, providing better CSAT scores (typical 12% uplift) and improving outcomes. By accurately identifying intent, the AI can route more complex enquiries to the best-equipped agent team to deal with them. Conversation CSATS suggest 89.3% of customers were completely resolved with the Saascoms AI Chatbot.

Using AI and routing to a specialist team makes customer conversations more meaningful, and agents have more time for complex interactions. Collections have been proven to increase by over 10%. The AI is trained to quickly identify a ‘vulnerable’ customer and immediately divert to a specifically trained live agent where the query can be handled appropriately.

Agents have the ability to help train the Collections & Arrears AI engine. By copying content from conversations and adding them directly into the AI engine, the Saascoms platform will evolve and ensure AI can identify future conversational meanings.

The agent can then free type a reply or select from a branded template, which then adds personal customer information into the response via a link to the organisation’s CRM. When a response is registered within the Saascoms engine, it is added to the data pool for analysing and adding to the ML algorithm.

Omnireach AI conversational technology is utilised by nine collections and arrears organisations in the UK, who, on average, process 2.8million interactions per month. Sectors include energy, telecoms, vehicle finance, home shopping (catalogues), personal finance/loans, and student loans.

Learn More about Omnireach