Omnichannel Communications

*February 11, 2022 Mitel.com

Perhaps you’ve found yourself needing to return an item recently. If the return was a bit complicated, odds are your experience using lack luster omnichannel communications was something like this:

• Open a discussion with a chatbot. Provide a few details about what you need.
• Trigger a live chat with a representative. Provide those details again.
• • • The issue can’t be resolved in live chat. Get in a line for a phone call.
    • Speak with a call center agent. Provide the same details.
    • Get bumped to a manager. Explain your details again.
    • Finally resolve your issue. Receive an email with your details.

What does the future of customer service hold? Drive competitiveness with personalized, omnichannel client communications, blending automation and human touch for customer and representative satisfaction.

Tip #1: Meet Your Customers Where They Are With Omnichannel Communications

By this point, we’re familiar with the multichannel model of reaching consumers. Physical stores, websites, emails, phone calls, apps and social media are all channels through which we can engage. If you have more than one way to communicate with customers, your business is multichannel.

The problem with the multichannel practice is that often there is no real sense of connection between the different modes. Seamless channels prevent lost information and enhance customer experience.

The concept of omnichannel ties all the different aspects of multichannel communications together in a thoughtful way. An effective omnichannel presence maintains continuity through each contact method, ensures that your agents are knowledgeable at each stage of the process and feels like a personalized, holistic experience for the customer.

All-in-one customer relationship management (CRM) platforms create consistent customer experiences no matter what method they choose to use, because they keep interaction histories ready for representatives in one place.

Tip #2: Create Seamless Transitions From Channel To Channel

Say your customer opens a help ticket through their browser, but then has to leave their desk. They’ll want to be able to check in on the status of their issue from their mobile device. If the ticket needs to be elevated to a phone call, the agent should be able to easily access their history and offer updates.

Seamless communications are also efficient communications. Needing to repeat the same information over and over again can be exhausting and frustrating for customers. Being able to transition easily from one channel to the next saves time and effort on behalf of both the customer and agent, ensuring faster resolution and higher satisfaction.

Empower agents with access to customer history and efficient query routing, providing the right tools for successful customer interactions.istory and efficient query routing, providing the right tools for successful customer interactions.

Seamlessly integrate multi-modal continuity with advanced call center technology like click-to-dial, ensuring uninterrupted customer communication and smooth transitions between channels.

Tip #3: Bring In The Human Element

With more and more interactions moving into the digital space, it can be easy to forget that there are real people on the other side of the keyboard and involved in your company’s omnichannel communications. When it comes to a truly personalized experience, though, it’s important to make sure the human element comes through.

Now more than ever, the practice of empathy can go a long way even in professional interactions. Letting your customers know that you sympathize with their issues and are working to resolve them helps keep emotions calm through the process. It also helps to remind customers that the agents on the other end of the phone or keyboard are people, too.

Retaining and easily referencing interaction histories helps customers feel like their issues matter. Agents with access to this greater depth of knowledge can resolve problems more efficiently and gain the trust and respect of their clients.

A Holistic Way To Communicate

The key to distinguishing yourself as a customer service leader in the future will be directly tied to your ability to offer clients a personalized, seamless and empathetic omnichannel communication experience. Mitel offers solutions that enable your business to respond to customer needs with flexibility and expertise.