Impact of Omni Channel Contact Center Software on Customer Experience

One to one communication has never been this much accessible and imperative as it is now. It is possible to connect with any business via diverse options of communication channels. Moreover, digital platforms provide a tool to share experiences and question a brand or business about the negative experience a customer might have. On the other hand, businesses can put their point of view on digital platforms while delivering customer services if they actively use these platforms. An omni channel contact center software can help in setting up a more reliable customer care center and improve customer experience. 

What is an omni channel customer care center? 

A call center or customer care center that receives and responds to customer concerns across all popular communication channels is called an omni channel customer care center. 

The traditional way to do this is by manually monitoring and using all communication channels and whenever there is a message or call from a customer, the agent responds. There is a huge disconnect here because agents cannot see past conversations and can never use the information shared by clients in previous conversations. 

The omni channel contact center solution will have all conventional, advanced, and digital conversations mapped into the contact center software. Moreover, it will map all interactions of customers with the contact center, so whenever a customer connects with the agent via any communication channel, the agent can review all past conversations. 

The impact of omni channel call center software on customer experience 

The impact of an omni channel solution is huge for both customers and agents, which contribute to increasing the overall performance of the business. There are multiple aspects related to customer service that is elevated with this software. Let’s explore major aspects improved using this software. 

Liberty to choose the favorite communication channel 

In general, customers need to make a phone call to receive customer service from the customer care department. This increases discomfort because all customers are not in favor of having a phone call. Some queries are small enough to discuss over a messaging channel, but still, in a traditional setup customers have to stay in the call queue. The omni channel contact center software gives the flexibility of using their favorite communication channels to customers. This helps in elevating the customer experience. 

Personalized services 

The omni channel call center software will map all conversations within a single system. Agents will have all modes of communication within a single system accessible via a single sign on. Moreover, the interactions of customers across channels can be accessed during and after the customer call. Agents can use this information to deliver more personalized services to clients. Moreover, agents will not need customers to explain the issue again if the communication channel is changed. The personalization of customer services will improve customer experience and help businesses in retaining clients. 

Reduced call waiting and hold time 

As a business starts supporting more than one communication channel to deliver customer care services by using an omni channel contact center solution, the total call volume will be reduced. The customer traffic would get distributed across channels. This would reduce call waiting time. 

Agents will have all details of a customer and his or her past interactions in front of them during a live call. This would save the time of agents otherwise getting spent exploring details and retrieving information from different sources and communication channels. This will reduce the average call hold rate. 

All this altogether helps in reducing call waiting time and call hold time. Thus, customers will get quicker responses to their queries. This helps in improving customer experience. 

Consistent customer experience 

To build a brand, it is necessary to deliver a consistent customer experience across all touchpoints. An omni channel solution makes it possible by unifying all communication channels within a single platform. A business can build an accurate rulebook and train agents to deliver uniform customer services across all different communication channels. The consistent customer experience, not only helps in improving the brand value of a business, but it also satisfies clients to receive professional experience. 

Remove common issues 

Call centers often handle repetitive questions from clients across different touch points. The omnichannel customer care software provides a wide variety of reports to the users of this software. These reports can help in identifying common issues and concerns faced by clients. The business can take the required actions to remove common issues. 

Concluding notes 

In a nutshell, using an omni channel solution can help in elevating the standards of customer care, plus, help in delivering a better and uniform experience to customers across communication channels. The contact center software can provide all amazing features to improve customer experience, but it lacks the point that it does not have different communication channels the customers prefer to use for customer care. This and several other gaps can be filled to improve customer care using the omni channel call center software. 

If you are looking for the best omni channel contact center software to improve customer experience, iCallify can help. For more details, please visit:  https://icallify.com 

Original Source from: https://intelligentcallcentersolutions.wordpress.com/2023/05/01/impact-of-omni-channel-contact-center-software-on-customer-experience/