With the obsolescence of traditional customer outreach channels, in an era where technology plays an extremely significant role in the success of businesses. As the world continues to actively shift towards Multi-Channel (multi-channel marketing) to optimize the customer experience, Omni-Channel (integrated multi-channel) has emerged as the perfect solution, addressing most of the customer access channel issues businesses face.
What is Omni-Channel?
Omnichannel is a strategy that delivers the best possible customer experience by combining and unifying different customer access channels. The concept of Omni-Channel originates from the combination of the concept "Omni," which means everything or all in Latin, and "Channel," which refers to a customer access channel (currently popular channels include websites, social media, stores, warehouses, etc.). Here, channels are integrated, coordinated, and unified so that the customer experience when using these channels is significantly more effective than when accessing and experiencing a single channel.
The benefits of Omni-Channel for businesses.
1. Enhance the customer experience.
Providing customers with the best and smoothest shopping experience is the strongest advantage of Omni-Channel, especially when integrated with Contact Center
ImagineYou run a chain of fashion stores: A customer sees a shirt you are selling on your website, and the website shows that this shirt is still available at location A. The customer calls the hotline to confirm whether location A actually has the item in stock. Unfortunately, you are still using traditional store management methods, and the shirt is actually out of stock and only available at location B. The customer service representative then informs the customer that the product is still available at location A. The customer arrives at the store excitedly, only to have a terrible experience because the product is completely sold out.
Omni-Channel, with the advantage of consolidating information from all of a company's channels, when combined with a customer service call center. Customer service representatives' responses will certainly be accurate, helping customers have the best experience possible.
2. Help businesses manage their inventory better.
Sales/returns/inventory information is stored very clearly and in detail by Omni Channel for each store and branch.
3. Help businesses save time and management costs.
With just data entry and report generation from Omni-Channel, businesses will save a lot of time and resources for inventory management. Effective order management also helps reduce the workload of customer service staff, enabling them to be more confident in answering customer inquiries.
Omni-Channel solution integrated with Bellsystem24-Vietnam's exclusive Contact Center
Understanding this customer need, Bellsystem24-Vietnam's Omni-Channel integrated Contact Center solution is designed to help businesses unify interactions with their customers across all brand touchpoints, including: Voice channels, Email, Live chat, Social media, SMS, Mobile apps, retail chains, warehouses... using a single administrative account. Omni-channel integration provides customers with the most convenient experience, enhances coordination, and resolves communication challenges.
The way support channels are implemented on a single system helps businesses maximize cost savings instead of operating multiple channels in parallel. In addition, access channels can easily support each other instead of operating independently as in the traditional model. According to estimates, using Omni-channel helps Bellsystem24-Vietnam's customer units increase their customer reach by 150% (add number from HS), as well as save 50% in costs compared to traditional single-channel methods.
