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.
About DDM
At DDM Consulting, we understand that a 'one size fits all' approach is unthinkable when it comes to choosing a customer contact platform. After all, every organisation is unique! That's why we offer you a wide range of renowned contact centre solutions, and provide advice based on over 20 years of experience in customer contact.
Evolution, not revolution
Together with you, we’ll evaluate your current contact centre processes and your requirements for the new platform. We’ll advise and assist you in developing more efficient workflows, driven and supported by AI wherever possible. Based on your priorities, we’ll create a dynamic roadmap that makes the transition to a new, improved contact centre manageable.
Proactively embracing cutting-edge technology
This roadmap remains central to the project, even after the new platform is up and running. It evolves with changes within your organisation and developments in contact centre technology. Our experts assess every new release to determine its value to you as a customer. They take the initiative, ensuring you always have the relevant knowledge at your fingertips.
Creative solutions for better customer contact
And if you're looking for specific functionalities that aren't (yet) available on the chosen platform, there is plenty of scope for in-house development of add-ons tailored to your needs. Our team possesses the business and technical expertise to achieve the maximum potential, even if you've opted for an out-of-the-box solution.
DDM Consulting provides the proactive and creative approach to your CX evolution!