Implementing an Omnichannel Solution: a guide

• Generals

| September 26, 2024

An Omnichannel, cohesive marketing and sales strategy integrates and coordinates various communication channels, digital and physical, to provide customers with a seamless and consistent experience. This approach enables customers to transition effortlessly between touchpoints, including physical stores, e-commerce sites, mobile apps and social media, ensuring continuity in their interactions and access to information and services. The primary aim is to enhance Customer Satisfaction by streamlining their purchasing journey and fostering brand loyalty, which necessitates the adoption of an effective Omnichannel Solution.

While this strategy appears ideal for Contact Centres in theory, the practical benefits are not always immediately evident, particularly when the solution is entirely cloud-based. Companies often seek a deeper understanding of the new features, the advantages they offer, and the challenges they may face before investing in the transformation of their customer service.

To assist you in evaluating the adoption of an Omnichannel Solution, BeCloud has curated an exclusive guide leveraging its expertise and innovative capabilities. In this guide, you’ll uncover the three key benefits of adopting an Omnichannel Solution, along with the three most common challenges you might encounter. Moreover, for each challenge, we’ll demonstrate how BeInContact, our 100% Cloud-based Omnichannel solution, can effectively and effortlessly address them.

 

 

3 BENEFITS AND ADVANTAGES

 

1. A PERSONALISED CUSTOMER EXPERIENCE

 

 

A fully cloud-based Contact Centre can effectively manage multiple business communication channels together. But how do you ensure high-quality interactions?

Native integration with BeInContact allows all communication channels to work seamlessly with leading CRM systems. This includes both industry leaders and customized solutions. Agents automatically record information gathered during each interaction in the CRM. This gives any agent or operator instant access for future interactions.

This streamlined process helps agents understand customer needs more quickly. As a result, you significantly enhance the overall Customer Experience (CX).

 

Here’s some examples BeInContact is natively integrated to: 

• Salesforce
• Microsoft Dynamics
• Zendesk
• ServiceNow
• Oracle
• SAP
• …and so much more!

 

 

2. COST OPTIMISATION AND OPERATIVE EFFICIENCY

 

 

The infrastructure of a Cloud Omnichannel Solution significantly cuts operational costs. It eliminates the need for hardware investments and maintenance. The Omnichannel functionality, along with a centralized interface like BeInContact’s Agent Desktop, simplifies managing various communication channels. Agents and operators can access the platform easily from anywhere with an internet connection. This capability overcomes the limitations of physical infrastructure and ensures operational continuity outside the office. It also removes the frustration of managing separate channels across different windows or software.

 

 

3. A COMPREHENSIVE OVERVIEW OF ALL ARCHIVED DATA

 

 

Adopting an Omnichannel Solution empowers companies to effectively monitor, archive, and analyze every customer interaction, making data invaluable. BeInContact offers advanced reporting tools, both pre-configured and customisable, able to provide in-depth insights into the performance of Contact Centres. This capability allows businesses to track agent activities across all communication channels, helping to identify customer preferences, needs, and the optimal moments for sales opportunities.

 

Additionally, the BeInContact platform features intuitive dashboards and real-time visualization tools, such as the Display Wallboard, which enable the projection of collected data onto company screens. This functionality allows managers and supervisors to continuously monitor service level agreements (SLAs), fostering ongoing improvement in the quality of support provided.

 

BeInContact analyses various crucial data, such as:

 

• Agent Status: Track the availability of agents (e.g., Ready, Break, Busy) to ensure efficient routing of interactions to the most qualified representatives. This functionality also enables the assessment of individual performance, providing valuable insights for continuous improvement.

 

• Response and Service Times: Perform a comprehensive analysis of each interaction (calls, emails, chats, SMS), meticulously recording the date, time, service type, and assigned agent. These insights enhance operational efficiency and optimise resource allocation, ensuring swift response times and delivering exceptional service across all channels.

 

BeInContact transcends basic data collection by converting insights into strategic tools that enhance the Customer Experience and streamline business processes.

 

3 CHALLENGES TO OVERCOME

 

Now, as promised, let’s delve into a detailed analysis of the key challenges companies face in achieving an Omnichannel Customer Experience.

We will also explore how BeInContact provides innovative solutions to overcome these obstacles, assisting businesses in delivering a seamless customer experience while maximizing their results.

 

1. SCALABILITY

 

 

As Omnichannel communication becomes increasingly widespread, customers expect to connect with businesses through multiple channels. This demand leads to a higher workload and necessitates scalability, all while ensuring that service quality remains uncompromised.

 

BeCloud meets this demand by offering a robust solution that equips agents and operators with the essential tools to deliver an outstanding Customer Experience (CX). BeInContact is specifically designed to manage increased interactions by allowing for the addition of agent, supervisor, and administrator licenses. These licenses can be permanent for new hires or temporary to address seasonal spikes and unexpected situations. This flexibility is crucial during holidays, vacations, and periods of elevated commercial activity.

 

With appropriate training, which we will discuss later, and due to the platform’s intuitive design, agents will quickly become familiar with the system. In no time, they will be able to utilize it to its fullest potential.

 

2. BALANCING TECHNOLOGIES AND HUMAN TOUCH

 

 

A critical topic frequently addressed by BeCloud is the impact of Artificial Intelligence (AI) and Machine Learning on contemporary Contact Centers. These technological advancements prompt important questions about the evolving role of agents and, more crucially, the extent to which their responsibilities may be replaced by intelligent automation.

 

Acknowledging the indispensable value of human interaction in daily operations, BeCloud has developed a comprehensive suite of On-Demand services. Integrated with BeInContact, these services are designed to empower and enhance human capabilities rather than replace them. A striking example is our AI-driven Chatbots and Voicebots, crafted to assist customers by addressing a wide array of inquiries, including complex issues.

 

Moreover, these tools are designed to guide customers to the most appropriate service for their needs. If the AI cannot provide the necessary assistance or if a customer explicitly requests human support, the technology seamlessly escalates the case to a human agent. This approach demonstrates how AI can effectively complement agents in their roles by automating routine tasks and simplifying processes, while always preserving the essential value of human engagement.

 

3. STAFF TRAINING AND SKILL DEVELOPMENT

 

 

Well-honed skills and thorough training across all areas are vital for effective Omnichannel support. Agents must not only adapt to various technologies but also grasp the specific requirements of each communication channel. Continuous, in-depth training is essential to delivering an exceptional Customer Experience (CX) at every point of contact.

The BeCloud Technical Team is committed to providing detailed training on BeInContact and its extensive features. This training is available in multiple languages and tailored to meet the unique needs of each business, ensuring a more focused and effective learning experience.

Moreover, following the training, the team is readily available to support operators in navigating any unforeseen challenges that may arise. This additional support service is also offered in multiple languages, guaranteeing comprehensive assistance without any language barriers.

 

IN SHORT…

 

The future of Customer Service is undeniably shifting towards omnichannel communication, a milestone that can be achieved with relative ease. Embracing an Omnichannel Contact Centre not only confers competitive advantages but also significantly boosts customer satisfaction and loyalty, ultimately enhancing your company’s reputation. Addressing the challenges that arise on this journey highlights the importance of having a robust structure ready to tackle them.

 

With BeInContact and its advanced capabilities, you can easily overcome these challenges and quickly enjoy the myriad benefits of an Omnichannel Contact Centre solution. The platform allows for rapid customization to align with your specific business needs, ensuring a smooth and successful customer experience.

 

So why wait? The future of customer service is just a step away!