This glossary contains definitions for dialogue cloud, dialogue Management, Contact Centers and customer experience terms.
What is Omnichannel Customer Experience?
Omnichannel customer experience (CX) revolves around delivering a consistent brand experience for customers across all touchpoints in the customer journey. You can only achieve this by creating a cohesive experience across customer communication channels regarding marketing, sales and customer support. From the customer’s perspective, every interaction with your brand should feel like part of a singular experience.
Multichannel or omnichannel?
A lot of companies nowadays use multiple customer communication channels to reach customers. This requires marketing, sales and support to use both online and offline channels to deliver the customer experience. Modern customers expect brands to use these approaches, while demanding an ever improving customer experience. These increasing demands are partly caused by continuous technological developments. They make a consistent customer experience across the full customer journey all the more important.
This is where the main difference lies between multichannel and omnichannel approaches. The multichannel approach stops at using multiple customer communication channels to provide customers with marketing, sales and support efforts. An omnichannel approach aims at providing the best customer experience possible using these customer communication channels, to make sure all channels deliver the same brand experience across the full customer journey.
How to improve the omnichannel customer experience?
First of all, to provide the best possible customer experience across touchpoints within the customer journey, it is important to map out the customer journey as detailed as possible. When identifying key factors to improve at individual touchpoints, improving the customer experience is a lot easier. Furthermore, it is essential to use the right technology in enabling these touchpoints to create a seamless experience across the customer journey.
Customer support should be made effortless by enabling customers to reach support agents with their preferred methods of communication; live chat, chatbots, voicebots, video and traditional calls, etc. Last, try to use customer feedback to increase customer activation and retention. Customer feedback can improve the customer journey drastically, which makes surveying your customers regularly another important factor in improving the omnichannel customer experience.
Anywhere365 supports these efforts by providing companies withcloud-based software solutionsthat make delivering a consistent experience across multiple channels incredibly easy. Customize the software to your liking and provide customers with an ever improving omnichannel customer experience.
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