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. 

How we work

Together with the client, we evaluate the current contact centre processes as well as the requirements and preferences for the new platform. We apply our years of experience to find the best match, and provide advice on the potential optimisation and automation of business operations, for example through the use of AI.

We naturally guarantee a successful implementation of the new solution, and ensure that all back-end systems are seamlessly (re)connected. After the deployment, we are at the service of our customers to offer advice and aftercare.

But we go one step further: time and time again, we push the boundaries of the chosen platform, and adapt it to the customer's specific business processes and needs. Our team has the business and technical expertise to achieve the maximum potential, even when it comes to an out-of-the-box solution. This is our way of ensuring that every customer makes optimal use of the capabilities of the chosen platform!

Our clients

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.

Our team

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. To be able to guarantee the highest quality, we continuously invest in the knowledge, training and experience of our employees.