Customer expectations are higher than ever, and customers today expect consistent service levels across every channel. They also expect to be able to seamlessly switch between channels. Time wasted on hold or repeating an issue has the ability to derail customer experience in one interaction.
The best examples of omnichannel strategies include all communication channels, from text messaging to online chat, mobile apps and contact centers. But to be truly omnichannel you also need to build great experiences between these channels. A common example is a transition from SMS to a call in a customer support scenario, which is sometimes necessary when issues are a little more complicated than expected. It’s important to consider and plan for this scenario to make sure the transition is quick and easy.
So what are our top tips for building omnichannel experiences?
- Consider a cloud-based platform to host your communications applications with a simple interface for staff and customers to easily pivot between channels.
- Look for a provider that supports both voice and SMS.
- Automate processes like call routing, alerts and notifications. It’ll mean you’re sending customers the right message, at the right time, via the right channel. And the added benefit is that it’ll free up your agents to focus on higher value interactions.
To learn more about how you can build SMS into your applications to create omnichannel experiences, download our eBook.
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