The role of the Contact Center today is no longer limited to merely fulfilling its basic functions such as customer service, telesales, telemarketing, etc. The evolution of advanced technologies, particularly the Internet, demands that every aspect of the customer experience journey (Customer Journey) must always be seamless and unified. What previous Multi-Channel Contact Centers couldn't do?
Why choose a unified multichannel contact center?
Omni-Channel Contact Center, also known as Unified Multi-Channel Contact Center.
- Omni: Everything (Latin)
- Channel: Contact channel.
- Contact Center: multi-channel contact center.
=> Omni-Channel Contact CenterIntegrated multi-channel information call center.
As explained in the introduction, the development of technology and Internet infrastructure has led to the emergence of more sales channels. Users can start their shopping journey on different channels and then move from one channel to another. This requires businesses to always understand customer needs on one channel and how those needs change on another channel. Which channel are they still hesitating to buy from? Which channel are they having trouble with? Which channel are they leaving and which channel are they buying from? From there, it is easy to come up with solutions for improvement, resolve complaints in a timely and accurate manner, and implement campaigns. Remarketing (For example: Retargeting ads), and most importantly, understanding customer behavior and insights.
For example: You were shopping on website A but lost your Internet connection. About two hours later, you logged back in to continue shopping, but unfortunately, you couldn't remember the name of the product. You called the customer service center of company A to describe the product. Fortunately, all your interactions on the website have been recorded and integrated into the Omni-Channel system. From there, customer service representatives can easily and accurately identify the name of the product you want to purchase. Customers will be very satisfied with the customer service you provide.
What can an Omni-Channel Contact Center do for businesses?
1. Customers will be more satisfied.
Customers will find it easier to shop, search for information, and use services. When everything they need is provided in the right place at the right time. They will be truly surprised by what businesses can "predict" in their minds and needs. Based on data that is stored consistently and uniformly across multiple channels.
2. Customer service and sales departments will work more efficiently.
Truly, being able to anticipate customer needs before they even express them is a significant advantage. When customer service and sales representatives can quickly prepare responses and solutions for customers based on stored data, CRM of the system and display information on Pop-Up Screen device whenever a customer contacts us.
3. Analyze behavior and improve business processes.
Based on the customer experience map, businesses can measure and analyze the strengths, weaknesses, and areas for improvement in their business processes and touchpoints, enabling timely improvements. Using customer journey information stored in Omni-Channel, draw a customer experience journey map covering the pre-purchase, purchase, and post-purchase stages to get an overview, then research and propose reasonable improvement plans.
We have a guide on how to create a customer journey map. You can refer to this article: How to create an effective customer journey map.
Omni-Channel supports excellent Remarketing capabilities (including both Online and Offline channels), helping to increase the rate of re-engagement in the purchasing flow when customers are interrupted during their experience journey.
Additionally, Omni Channel is a good foundation for businesses to rely on to conduct analysis and research on consumer behavior and preferences in order to make strategic, short-term, and long-term business decisions.
4. Increase operational efficiency & Reduce operating costs.
Increase the efficiency and effectiveness of information responses and sales consultations by the customer service and sales departments. This will reduce the number of personnel and unnecessary resources.
Save time and costs for outsourcing customer behavior research. In addition, it optimizes costs and provides the necessary accuracy for marketing campaigns.
Features of the Contact Center at Bellsystem24-Vietnam
- Omni-Channel Feature: Integrate offline store information, website, e-commerce, email, phone, social media, etc., on a single system.
- Smart IVR: Automated interaction, guiding callers to follow pre-programmed commands.
- ACD: call routing system
- Auto dialer: Auto-dial feature.
- Pop-Up: Display customer information and order status on the device screen.
- Real-Time Report: Real-time reporting feature.
Why should businesses choose Bellsystem24-Vietnam?
