14 Oct
Today’s customers want the freedom to communicate using multiple channels such as email, chat, online documents & forms when asking for support and companies are looking for efficient ways to respond to them using a synchronized approach. This includes tools that can help them keep all the customer interactions organized in one place so that support agents don’t have to switch between multiple communication apps. Businesses want to put more power in the hands of their agents by providing them all the information at their fingertips.
According to a study from the Aberdeen Group, brands with extremely strong omnichannel communications retain on average 89% of their customers, compared with 33% for brands with weak omnichannel communications.
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For companies to provide an omnichannel experience for their customers they need a tool with the following characteristics.
1. Organize communication
The tool should be able to organize all communication in one place in order to give a 360-degree view of the customer. The centralized location provides insights that are needed to keep the customer journey smooth. It will be frustrating for both the customer and the representatives to keep going through the same issue several times.
2. Continuity of communication
When the customer interacts with the company for the second or third time regarding the same issue, the representative should be able to see all the previous interactions.
3. Collaborate instantly
The agent should have the option to easily see the context behind the interaction and respond instantly, through the same channel, without switching between the applications.
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4. Deliver personal experience
Any restriction to interact with the same representative each time should be removed. Once the context behind the customer interaction is maintained, any representative will be able to provide personalized service.
5. Ease of use
The tool should be easy to use like a familiar email system. It should be able to group all the customer interactions based on context automatically without complicated workflows.
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Clariti as an omnichannel tool
Clariti can help you provide an omnichannel experience for your customers through its unique topic-based threads of emails, chats, to-do, and more, in one single app. Your agents need not waste their valuable time switching between different apps for email, chat, or to-do. You can do everything from one app and have them connected intelligently in topic-based threads, ensuring there are no information silos.
Let’s investigate a scenario where a call center agent interacts with a customer in real-time in a multi-channel environment.
Here, in customer interaction in Clariti, the same interaction between the agent and customer is stored in Clariti in the form of a Topic Thread. Each Thread has a complete list of interactions with each customer irrespective of the mode of communication used. Thread provides a big picture view of the communication history, making it easy to provide comprehensive support without wasting time searching for information.
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While the traditional modes of communication like phone and email are still important, businesses need to quickly jump on the omnichannel bandwagon to be competitive. The demand for an omnichannel experience from customers will keep increasing and companies need to invest their time and resources in leveraging systems that can deliver seamless customer experience. Keeping with this trend, Clariti is one tool that is worth looking. Try Clariti now, it’s free and easy.
