Omnichannel

Delivering a unified customer experience across multiple channels—seamlessly and intelligently—makes the consumer feel heard, known and appreciated.
 
Contact Us to Learn More

Fact Sheet

Unify the Customer Experience with Omnichannel

Empower a frictionless customer journey with Omnichannel Solutions to deliver unified customer experiences across all channels and enhance brand loyalty.
Infographic

Making Chat the Cornerstone of Your World-Class Omnichannel Experience

Learn how to leverage chat to reduce call volumes and provide an exceptional customer experience.
Infographic

Outsourcing to Expand CRM Omnichannel Options

Working with a customer service outsourcing provider can help companies protect customer satisfaction levels and enhance overall communication and outreach.
View All

Today’s customers want it all. Give it to them.

It’s a great time to be a digital consumer! On-demand connectivity powers the ability for people to communicate with their favorite brands across a host of channels—voice, email, text, social media, etc.
 
Being able to choose from among multiple channels is a great start, but that’s exactly what it is—a start.
But while having the option to connect across multiple channels is good, it’s not enough. 70% of customers now expect a company to know who they are, what their problem is and what the interaction history has been—no matter what channel is being used at the moment1. And that’s where omnichannel takes things further.
 

image

Consistent
No matter the channel, the customer experience is reliable

image

Seamless Issues get resolved faster when customers can transition between channels

image

Personalized Customers are recognized across their journey, and enjoy a tailor-made experience

Results you can measure.

10%

increase in customer satisfaction rates for a leading multi-national media corporation

25%

increase in customer use of self-service options, resulting in a 10% customer satisfaction rating increase for a large telecommunications provider

21%

reduction in year-over-year contact minutes for a leading consumer electronics manufacturer

image

An omnichannel approach. An omnipowerful advantage.

Powered by people, technology and processes, we improve the customer experience with strategic solutions and a digital-first approach.

  • Choose Your channel—customers can start a conversation on any platform
  • Switch It Up—customers can move between channels throughout the conversation
  • Make It Personal—customer history, data and context are tracked throughout the support journey
  • Move Fast—queries are resolved quicker, with greatly reduced customer frustration
  • Enhance Brand Loyalty—qualified insights and data-driven recommendations/decisions help to refine procedures and improve customer outcomes

Related insights

1.https://www.salesforce.com/blog/2018/06/digital-customers-research.html

Let's Get Started.

Your business has unique customer management needs. See the difference a personalized solution can mean to your customer retention, satisfaction, and bottom line.