Omnichannel customer service creates seamless customer experiences across all communication channels. 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.
It saves time when agents can immediately start dealing with a query and customers don't have to repeat their request, especially if requests have been pre-qualified using AI, by way of a chatbot.
Where companies improve every channel of communication and customer experience is thus also improved, this is reflected in the higher appreciation customers have for all brands that take customer queries seriously.
Stepping in to help the customer at the exact point they have got to in the process and providing the best possible service in doing so – this strengthens customer relations and increases their loyalty.
In an ever-expanding market, best-in-class customer service is the perfect way to set yourself apart from the competition.
Omnichannel customer service increases efficiency and thus the average handling time. This gives agents more time for training or working on complex issues.
Satisfied customers are more like to stay on board. Making sure queries are efficiently processed also reduces the workload in the contact centre. Both lead to better profit.
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 novomind 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.
Get everything you need out of one contact centre solution
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24/7 support and more than 150,000 email enquiries per month
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The FRICKE Group’s customer service centre optimises availability, thanks to novomind iAGENT Mail and the WhatsApp Business API: 100,000 emails sent in different languages are answered every month, and customers can get in touch via WhatsApp.
Case Studies & Whitepaper
Knowledge from theory and practice
Here we provide exciting expert knowledge and collect real success stories from our customers. In the case studies, we show practical examples of how companies use our products.
Our whitepapers provide the necessary background knowledge on various topics from the world of customer service and digital commerce.
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