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by Daniela Köhler
Having a wide range of contact options is not enough on its own to ensure customer satisfaction: you also need consistently excellent results across all channels. It may sound utopian, but this situation is easily achieved with the right contact centre software.
One call, one answer, and the matter is closed … but what happens when a customer sends in a question via email and later provides more detail over the phone? Ideally, the agent on the other end of the line will know all the relevant information from the email enquiry. However, this cannot be taken for granted because in many cases technical obstacles continue to prevent a 360-degree overview of channels and customers. The reason for this is that while many companies offer various contact options, they do not deploy an omnichannel solution. As a result, customer histories are unclear, and agents are forced to shuttle back and forth between different systems as they handle a query. This not only makes advising customers more difficult, it also impairs the quality of advice that can be offered. In the absence of a standard knowledge base, customers will tend to get different answers from different channels.
This is where the omnichannel approach comes in: where all channels are interconnected, all customer information is pooled in a ‘single source of truth’ and available at any time. Not only can customers choose their preferred channel of communication, they can switch as necessary during a dialogue – without needing to repeat their issue. Agents also benefit from the principle of integration: they are able to handle every case through a single interface, with direct access to the whole customer history as soon as contact is made. This means it is far easier to resolve many concerns the first time round.
novomind iAGENT: opens the door to omnichannel communication
Comprehensive omnichannel communication is not possible without a corresponding technological basis – but don’t worry, novomind iAGENT supplies everything you need. Our centralised platform amalgamates all contact channels and pools all customer information, while agents retain an overview of all processes thanks to a highly user-friendly interface. From email, live chat/chatbot, social media and contact forms to letters/fax, messaging, and phone calls, novomind iAGENT offers the ideal feature for every channel.
Moreover, artificial intelligence (AI), an integral component of the novomind iAGENT platform, supports all customer interactions – from the automated processing and categorisation of emails to intelligent chatbots which not only recognise specific questions, but also interpret the context of dialogues correctly. This improves customer service response times, and takes the pressure off agents who have more time to devote to more complex matters – for even greater added value!
Omnichannel: Upgrading customer service
Five challenges you can resolve with novomind iAGENT
For some considerable time now, customer service has been a key success factor: 85 percent of consumers base their decision to purchase on the service they receive. The task companies face today is therefore clear: they need to deliver an outstanding service experience throughout the customer journey. Often, this is easier said than done – but with novomind iAGENT, your customer service division is fully equipped to provide the excellent service expected. Now you can tick off the following challenges:
Read our white paper entitled “Omnichannel: Upgrading customer service” to find out how you can take your customer service to the next level with novomind iAGENT. To take advantage of valuable insights, get your free copy of the document now.
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