Omnichannel customer service creates seamless customer experiences across all channels of communication. It is an extension of multichannel customer service and offers companies numerous advantages.
What is omnichannel customer service?
In the past, customer service was based on stand-alone solutions. A chat request would arrive before the agent had even had chance to read the email, but the agent would have to re-log in. And then the customer had even called up in the meantime. For a long time, the most common point of contact for customer queries was by far and away the voice channel. Nowadays, things are different: customers expect quick answers, preferably at any time and always consistently across different touchpoints – whether by email, telephone, messenger chat or social media.
Good omnichannel customer service meets customer expectations even with a high volume of enquiries and is therefore of immense importance, especially for medium-sized and large companies, regardless of the industry, both B2C and B2B.
The fact of the matter is: pushing customers into certain channels or constantly revisiting their queries when channels change has a negative impact on the customer experience. Worst-case scenario: they discontinue the process or move over to the competition.
Being contactable on different channels is already standard for most companies. The challenge is to offer customers several channels at the same time and, in doing so, enable a smooth transition between different touchpoints. If all channels are not correctly integrated here, communication will be full of gaps.
With the right software, omnichannel customer service is easy to implement – even for very large, complex companies. This has many advantages.
For a seamless customer journey
Our philosophy goes one step further: modern omnichannel customer service should – as the name suggests – not only include all possible channels of communication, i.e. customer service, but also digital commerce and even the business conducted at different branches:
For keen companies and customers
Online retailers, banks, insurance companies, energy suppliers, service providers or public institutions, they all face the same challenge: the end customers of today expect a good product as well as personal customer service. What counts here is speed and consistent responses across all channels. novomind iAGENT has been offering customer communication, optimised in terms of process and costs, for over 20 years now and combines all channels of communication in a single software product.
Things can get even better
novomind takes a holistic approach to customer service and experience. The combination of the two omnichannel systems novomind iAGENT and iSHOP as part of the “novomind Connected iProducts” programme is the next step when it comes to individual customer communication in online retail. We call it: the omnichannel customer experience Intelligent dialogue is possible across all channels of communication and this is increasingly developing into efficient advice and purchasing support for online shoppers.