Get Ready for Omnichannel Era with Solutif!

Today’s customers engage with companies in multichannel and multitouchpoint journeys, which they pause and resume over time. For example, according to the Corporate Executive Board (CEB):

  • 58% of callers have visited the web before calling, and

  • 34% of callers are on the web while talking to a rep

In the case of chat, it’s starting a dialog with an agent without any context to their journey. These time-consuming and disconnected ‘channel shift’ experiences are one of the leading causes of missed sales opportunities and high operating expense for organizations – as well as a major source of frustration for costumers.

Omnichannel Journey Management

Source: www.pymnts.com

While most organizations today support multichannel customer engagement – voice, email, chat – they are challenged to bring it all together to manage an omnichannel customer journey, which includes:

  • Sharing context across all digital and voice channels and touchpoints (omnichannel context)

  • Synchronizing multiple channels simultaneously within a single interaction (multimodality)

  • Directing journeys or interactions in step-by-step sequences (orchestration)

  • Managing the lifecycle of the customer journey – design, orchestrate, monitor and tune – to provide a personalized and context-appropriate experience for each customer (journey lifecycle management)

Source: kinetic.id

As organizations embrace omnichannel journey management:

  • A customer can start a product search or initiate troubleshooting in mobile, web, or social while simultaneously calling into the contact center. Based on this knowledge, the organization can personalize the IVR treatment so that the customer connects directly with a skilled agent who has full context of the customer, the interaction, what the customer is doing on the digital channels, and of previous engagements. The organization can further synchronize the voice and digital sessions together to create a rich multimodal experience.

  • A customer can start a credit card application in a mobile app or on the web, and call into the contact center at a later time. Based on this knowledge, the organization can personalize the IVR treatment so that the customer connects directly with a skilled agent who has full context of the customer and of previous engagements. The customer resumes their journey right where they left off on the previous channel.

  • A customer can start a service request in mobile, web, or social self-service. The organization can add chat, co-browse, or video for richer customer engagement or can schedule an appointment leveraging voice or video at a later time.

  • A customer who calls into an IVR can be offered visual assistance from the website or mobile app for a richer multimodal experience.

  • A customer can be proactively notified of a late shipment and confirm the new delivery time, with an option to connect directly or via callback to an agent or the responsible sales representative for any changes or questions.

The new era of omnichannel journey management is driving a refresh of customer engagement solutions within the contact center and across all customer touchpoints including websites, mobile apps and stores. The refresh spans all departments including marketing, sales, service and finance. Organizations can quickly get started by refreshing single touchpoints with solutions that will scale to span all other customer touchpoints when they are ready.