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by Daniela Köhler
One swallow doesn’t make a summer. By the same token, a large number of contact channels is no guarantee of first-class customer service: those channels must also be integrated within an omnichannel solution. Find out why making the right investment will pay itself back in a short space of time.
When you are asked to be ‘patient’, what does that mean to you? Waiting for 10 minutes? 30 minutes? Perhaps an hour, or even more? Personally, if I am made to wait more than 24 hours for a response, I feel I have been more than ’patient’. By that time, in fact, I have lost patience altogether. Such was my recent experience of customer service when contacting a telecommunications company. So what happened? I contacted their customer service division via live chat to report how an added service I had booked was not working. After exchanging several messages with the chatbot, I was informed that no service representatives were free, and that I could switch to using WhatsApp. My first thought was ‘good idea’!
An integrated button took me straight to the company’s WhatsApp channel, where I was greeted by another bot – so far, so good. After completing the data protection formalities, I was supposed to be transferred to a real person. And so I was – but to my annoyance, not until the next day. And as if that weren’t bad enough, I then had to explain my case all over again because the details I had submitted via the live chat had unfortunately been lost.
This example illustrates the importance of omnichannel solutions, which can retrieve entire customer histories, with all communication processes, in real time to customer service. Since all channels are seamlessly interconnected, customers can freely choose their preferred communication channel, and even switch as necessary during a dialogue – without having to repeat their concerns several times over.
An omnichannel contact centre provides the technological basis for this by amalgamating all contact channels and pooling all customer details in a ‘single source of truth’. The advantage here is that agents do not need to repeatedly request the necessary customer data and do not waste time switching back and forth between different systems. Such a solution also enhances the quality of advice given to customers. When all agents access a standard knowledge base, customers get identical answers to the same questions – regardless of which channel they are using.
Empowering customer service, the engine of growth
novomind iAGENT supplies everything you need for effective omnichannel communication in a single interface. That means different communication channels plus the requisite data and information. From email, live chat/chatbot, social media and contact forms to letters/fax, messaging and phone calls, the web-based platform offers the ideal feature for every channel. Moreover, full customer histories are available in real time via the intuitive interface. You will easily be able to offer customers first-class service they will appreciate at every touchpoint.
When digital channels, chatbots and voicebots are integrated, simple questions are answered automatically, with no employee contact. This reduces your staffing costs by as much as 20 percent per year.
Omnichannel communication demonstrably enhances customer satisfaction levels. This improved customer experience can halve your churn rate: in other words, more customers, more turnover.
Implementing an omnichannel solution with voicebot and live chat functionality improves the quality of service you offer, and maximises the accessibility of your customer service.
The implementation of novomind iAGENT saves your employees valuable time. By saving an average of three minutes on every email, they can, for example, devote more time to advising customers.
Deploying self-service solutions and voicebots while processing emails in the background allows you to automate up to 95 percent of your standard processes.
Investing in novomind iAGENT promises numerous benefits, including greater accessibility, faster response times, and a higher first-call resolution rate. That said, the return on investment (ROI) will depend on a range of factors including the size of contact centre, the sector, the client base, and the efficiency of systems implemented. To find out more, read our free white paper entitled ‘Empowering customer service, the engine of growth’. The paper explains why investing in omnichannel contact centre software can pay off in a matter of months.
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