Online Live Chat: Consumer care in the new era
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Two terms widely used in the call center sector are Multichannel and Omnichannel. These words tend to pop up when we talk about customer service.
But what do they actually mean? And what is the difference between these two words?
Multichannel: many channels, but only one view
The multi-channel contact centers offer customers the flexibility to choose the most suitable method of contact to suit their needs. However, each channel is independent and is treated separately from the others, with its individualised objective and strategy. This lack of integration can lead to frustration and confusion due to an inconsistent and incoherent experience, which could lead to the customer abandoning the process.
Omnichannel: the consumer at the center
The literal translation of Omni is "All". Therefore, omnichannel refers to all channels.
An omnichannel contact center does not necessarily work on all possible existing communication channels. However, it means that all the channels on which it operates are connected and integrated to provide a continuous solution to the customer experience. For example, a user could visit the website and ask questions through the chat on the site. After chatting with an operator, the customer could return to the site after a week and contact customer support by sending an email to be contacted. When the operator calls the customer, he can view the conversation from the previous chat, including the products in which they are interested.
In this way, customer support will be quick and effective and create a personalised experience for each customer.
In conclusion, which one to choose?
We need to choose the most suitable channels to create a unique customer experience. Having a multi-channel customer service platform is only the first step to offering a tailored experience.
Omnichannel goes a step further by allowing us to communicate in the same way we would do with our peers: change channels as we please without having to "start over" our conversation from scratch. This strategy allows a unique and personalised experience.
WeAreFiber works with Zendesk to provide customer service teams, entirely in line with the latest technologies and solutions. This partnership offers omnichannel solutions that satisfy customers at all levels and through any platform.
Contact if you want to know more details on how omnichannel assistance can improve your ROI and customer experience.
info@wearefiber.com
Phone (It) +39 02 42 10 11 22
Phone (Uk) +44 20 38 70 44 08