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Omnichannel Communication

Omnichannel Customer Communication is one of the “must have” features of new contact center technology. This new concept allows your company to interact with your clients on all channels. On top of the standard methods (telephone, email, web), your customers may contact you on the new media channels such as self-service, social media, chat.

Recent years, almost all businesses are fighting with reduced margins and global recession, plus they have to deal with costs and customer satisfaction. In these economic conjecture, caring for your clients can differentiate your solutions over its competitors. Using the proper technology, every business can improve customer experience and increase revenues. Special attention should be given on delivering good services because recent surveys show that around one-third of the companies have scored “Excellent” or “Good” from their clients. These surveys show also that the worst customer experience is delivered by telecommunication companies. Together with banks, Internet service providers, credit card providers and health insurance providers, those companies have the biggest gap between client expectations and services delivered. Think positive: this can be viewed as a huge business opportunity.

This is where the omnichannel help desk comes in to play.

Delivering a good customer experience is hard, especially in this increasingly complex world, full of trends and technologies. next4biz CSM helps your business keep updated without impacting its limited resources. We are the key for assisting customers while dealing with complex products, services and technologies.

Nowadays, call center agent performance KPI’s show the difficulty to resolve client issues at first call. But customers expect to receive immediate feedback from them. Customers use social media to get priority and special treatment for their issues.

It is important to underline that every business has one-to-many relationships with new media; complaints and issue are publicly available on those media, as well as the company response. Since new clients are deeply using the Internet to get information about the product they are going to buy, the quality (and the speed) of the company feedbacks play an important role.

Market leaders take advantage of the possibility to be in touch with their customers and, consequently, give a faster resolution to their problems. Those companies know that missing a complaint on the web or delivering the feedback too late is undermining their credibility and further, their business.

Those clients are using new media also for submitting issues about your products or service; that’s why next4biz CSM will help your business with the following features:

  • Awareness: by giving your customers the possibility to contact you in every way and, by reverse, receiving feedback from every communication channel.
  • Seamless: The integration of the various platforms allows your employee to access any information he/she needs to resolve the issue. In next4biz CSM it is possible to reply to an issue captured via call center by email or self-service or adding notes on an issue submitted to social media, or calling a customer who submitted his issue on chat.
  • Reporting and data: next4biz CSM provides reports for you to analyze all aspects of omnichannel communication. Thanks to the integration layer provided by next4biz CSM, you can get reports based on your database references. For example, you can get reports based on your product categories, branches, customer locations and even employees.

 

next4biz CSM offers a variety of plugins that allow your contact center to be omnipresent and fully integrated. With next4biz CSM true omnichannel customer communication will be achieved. next4biz CSM can receive and track complaints also from self-service, Facebook, Twitter, chat and email channels; in such a way it will help your business increase your customer loyalty and satisfaction.

How can I get?

To learn more about the next4biz and the features, contact us.

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