Omnichannel call centre

You wake up in the morning and open the phone. You see an offer for a product you are interested in and you send a message to the company. You get to work and call the company because they haven't seen your message yet and you spend 5 minutes in the queue before hanging up because you don't have any more time. During the break, on the company's website, you open a chat and post a message that no one replies to before you continue browsing other websites. Finally, you call back and now they answer, but no one knows anything about your social media and chat enquiry or your missed call this morning.

I'm sure you've been in this situation more than once and more than twice.

Unifying contact channels should be a top priority for businesses in 2020. Businesses need their customers to feel that they are always talking to the same company, regardless of how they choose to interact with it, and that, regardless of the channel, the customer feels that agents have a 360-degree view of their enquiry.

An omni-channel approach is now expected by 89% of customers. Customers choose the channel, not the company.

Some companies offer social media or live chat as an extra that forces customers to switch channels when communication reaches a certain point.

At Essentiel Outsorcing we offer our clients the option of using omnichannel solutions to master the Customer Experience of their customers.

Please contact us for further details.