The Future of Customer Service: Omnichannel at the Edge

Posted on May 26, 2020 by Al Castle

This article is condensed and originally appeared in VMblog.

In recent months, we’ve seen a spike in the global demand for delivery and drive-up services due to the number of consumers staying home. As a result, companies have pivoted to offer online ordering and curbside pickup to streamline the process and limit face-to-face contact. As businesses are adapting their standard operations, they are laser focused on maintaining strong connections with their customers. Companies that figure out how to adapt and incorporate new technology will experience success now and in the future.

One way to stay connected to customers is by implementing an omnichannel communications strategy. Omnichannel communications refer to creating a singular experience for consumers across all communications channels (i.e. phone, SMS, online, chat, email, etc.) and touchpoints. Each of these channels are connected and integrated into existing services to provide a seamless customer experience, no matter when and where they interact with a business.

Omnichannel communications strategies help companies own the micro-moments that drive today’s purchases and customer retention. A survey by Alvaria Software indicated that businesses that adopt omnichannel strategies achieve 91 percent greater year-over-year customer retention rates compared to businesses that don’t.

Customers may have several experiences with a brand along their journey and before they make a purchase decision. These experiences toggle between online interactions and shopping in-person. These micro-moments are the hallmark of the digitally connected consumer age and it’s critical that companies connect each touch point together and offer seamless transitions of service. Integrating agile telephony services within omnichannel customer communications personalize, simplify and connect the points of direct engagement to create a single, consistent conversation.

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