From this, we can access the service history, understand the customer's needs, what they expect from your company and whether all employees understand the user's current situation.
The most used channels in this method are: social networks, chatbots, emails, applications, physical stores, and e-commerce.
An interesting fact about this subject is that it was first seen in 2003, when philippine country code number Best Buy began to focus 100% on the customer both online and in stores.
Furthermore, one of the goals of omnichannel is to bring fluidity to the customer experience, as both online and offline will be connected.
Data from a survey showed that 90% of customers seek to have consistent interactions across all channels, and by applying the tips we discussed here you will achieve this result.
Omnichannel strategy — here’s how to get started
1. Choose the platform to unify
Unification allows you to interact with your customers through a single platform and through this action you increase the speed of responses, in addition to being able to visualize what the main topic of the conversation was.
If you are looking for a platform to perform this function, Digisac can help you; it is a digital PABX that connects the main social networks in one place, including Instagram, Facebook, Telegram, WhatsApp, SMS, Reclame Aqui, WebChat, and Google My Business.
Some of the reports available are:
Average waiting time.
Average length of conversations.
What period of time was the service longest?
Which attendant responded faster or took longer.
The best performing department.
And you still have access to services provided in real time.
With this information you can develop strategies that reduce service time.