Omnichannel customer contact. Really?


We often meet with customers who proudly tell us about their omnichannel customer contact system. It frequently turns out that they are indeed active via multiple channels, and consider this their omnichannel customer contact system.

However, omnichannel is so much more than that.

The point is that as a company you keep control over all touchpoints with a customer, i.e. over the complete dialogue. All channels, whether simultaneous or sequential in time. This leads to better accessibility, increased first time resolution, and optimal deployment of service employees. Especially if you also ensure that simple questions and processes are handled in an automated way. This makes your employees’ work a lot more interesting.

In addition, it ensures a complete customer view and uniform reporting across all channels. This allows you – where needed – to make much more effective adjustments and optimise the customer journey.

Communication via different channels

Another common occurrence are companies that communicate in the same way across different channels. Consistent, right? True, but the reality is that your message will be more effective when you adjust it according to the channel you’re using.

It’s all about the length of the conversation and the tone of voice you use. And where you can for example show clickable buttons in a chat conversation, WhatsApp doesn’t offer that possibility. If your aim is to offer the right omnichannel experience to your customers, you need to make sure that these things are in order as well.

Use omnichannel correctly

By using your omnichannel system in the right way, you will not only achieve a higher degree of customer satisfaction, but you will also make the work of your contact centre employees a lot more efficient. The customer only needs to explain their question or issue once via their preferred contact channel, and the service employee can serve the customer immediately, without first needing to retrieve the contact history.

So, in a nutshell: an optimally designed omnichannel strategy will lead to higher customer satisfaction, lower costs, greater scalability and more satisfied employees in your contact centre.

Genesys, strategic partner of DDM Consulting, is the market leader in customer service solutions and specialised in omnichannel customer contact.

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About DDM

At DDM Consulting we believe that our customers benefit most from tailor-made advice, without preference for a particular product or specific supplier. That is why we offer a wide range of intelligent omnichannel contact centre solutions, delivered by renowned partners who are all specialists in their field. This approach makes us flexible in finding the solution that best suits our customers’ specific needs and ambitions.

We guarantee a successful implementation, ensure integration with all existing back-end systems, and take care of managing and maintaining the platform. Our clients come from a wide range of sectors, from major financial institutions such as banks and insurance companies, to telecom operators, healthcare institutions, government agencies, retail, and media. We are especially known for delivering customised solutions for corporate clients with complex structures, such as customer-specific integrations with back-end systems and the development of add-ons. Sometimes we even build a completely new product! That is how we ensure that the chosen contact centre solution exactly matches our customer’s wishes, needs and business processes.

We have grown into a team of about 30 contact centre experts and are mainly active in Belgium, the Netherlands, Luxembourg, France, Germany, Austria, and Switzerland.