Call center solutions have been inventing innovative features to meet the needs of call centers and businesses. From the traditional solution, which allowed multiple agents to work in parallel to intelligent call center software, which gives an advantage over competitors are products of inventions to meet business needs. Omnichannel communication support in the call center software has become imperative nowadays. In this article, we will explain why an omnichannel call center solution is imperative.
1. Your customers are already sending you messages via different communication channels.
According to Deloitte, “60% of clients use different communication channels to reach to a brand for a support request or other queries. Moreover, they expect the universal experience over each different communication channel.”
This information clearly suggests that your presence on all communication channels is necessary. Moreover, delivering a satisfactory user experience over each communication channel is necessary.
If you do not care to satisfy your customers, you are more likely to lose them. Therefore, it becomes necessary for you to take all the required steps to improve customer satisfaction. One of the crucial steps is to deliver a universal customer experience on all different communication channels.
2. Not using omnichannel call center software can harm your business brand
If your business is badmouthed, you are more likely to lose existing customers and face many roadblocks in getting new customers. People are bombarding social media with their negative experience posts with a brand. If you are not there to proactively respond to each customer and pacify him or her, then it will hamper your brand image.
3. Your agents need a healthy work environment
Agents handle very stressful life. Not using an omnichannel call center solution would increase their stress. Customers who might have sent multiple direct messages on Facebook or tried reaching you via WhatsApp, but never heard back or got a late response would spit all their anger on your agents. Even if agents are trained to handle angry customers, it affects their interest in work and mental health. A call center invests enough in agent acquisition, product training, training of intelligent call center software, agent grooming, rewards and awards, etc. Due to this investment of resources, specifically time, it becomes necessary for call centers to retain agents.
By acquiring an intelligent call center software solution with omnichannel communication support, you will provide a powerful tool to your agents. They would be able to handle customer concerns and queries on all different platforms. This will help you retain agents.
4. Be future-ready
Omnichannel communication is heavily in use nowadays. It gives a clear hint of the nearer future, where customers expect quick responses on all communication channels. Not acquiring an omnichannel intelligent call center software solution means staying behind the time. Imagine when all your competitors will be catering to customers with an omnichannel solution and you will still be looking for the software. It is better to be prepared by acquiring this imperative solution by call centers, customer care centers, and similar businesses.
To know more about an omnichannel call center solution and to book a 14-days free trial, contact us.