Smash the Silo with True Omnichannel
As digital channels grow in popularity businesses remain unable to deliver on their potential. Why are enterprise organizations struggling to provide true omnichannel and communicate with customers where they are? The answer is simple: because the communication channels remain siloed.
The journey to true omnichannel can be a confusing one. But it’s also one loaded with opportunity. So many platforms out there claim to offer an omnichannel solution that still falls short of meeting customer expectations. Customers want fluid and seamless experiences and it’s one thing to offer multichannel contact services but what about incorporating workforce analytics? Or integrating with existing tools? If your agents still must bounce between multiple screens or they don’t have access to the information they need then you’re not doing it right, and your customers can tell.
Silos Cost Time and Money
Closing the cross-channel gap is the biggest hurdle to attaining true omnichannel in contact centers today. According to Deloitte’s 2019 Contact Center Survey Report, only 11% of respondents said their customer experience is identical across channels. Compare that with the whopping 54% that reported they are diligently working to close the gap as the experience is different across channels and the problem becomes clearer.
Because customer contact history remains in silos with often fragmented channel-specific operation centers, customer interactions are fractured as a result. But that’s only half of the problem. From a cost perspective silos are expensive. Really expensive. For example, if one department handles web chat and the other manages email it’s difficult to collectively report on the performance of both departments. This translates into duplicated efforts, with each department reporting on the same metrics. As the Harvard Business Review noted in 2016, the biggest problem isn’t collecting data it’s getting access to it. Connecting departments equates to serious time and cost savings that can positively impact the bottom line, freeing up more time to engage with customers and focus on providing a connected customer experience.
Silos Cost Time and Money
The Livevox [U] Series goes beyond a simple live chat or SMS offering and joins multiple channels with CRM and WFO. The result is a unified platform that delivers a double whammy benefit to contact centers.
- Give customers the kind of choice they crave.
- Enable businesses to draw actionable insights from day-to-day work.
By unifying data across 3 core contact center functions – Modern CRM, WFO, and Omnichannel/AI- the contact center is transformed into a single one stop shop for omnichannel digital engagement. Contact Manager, LiveVox’s embedded modern CRM solution, integrates with existing SORs and CRMs to feed data from multiple places into a single source of truth. It acts as a data repository that gives agents access to customer information instantly without having to open different databases.
By centralizing customer information, Livevox offers a Universal Customer Profile that bridges the cross-channel gap and opens the door to more automated options like chatbots and AI.
The Benefits of Omnichannel
1. Create a unified multichannel experience.
Marrying web chat, text, email, and voice in one fell swoop gives customers the options they demand. 95% of consumers use a mobile device so giving them the ability to connect with your brand in any way they’re comfortable increases the likelihood they’ll return. In fact, 79% of people say they’re more likely to visit a website just because it offers digital or self-service options! With stats like these it’s hard to ignore the fact that customers not only enjoy using web chat, they’ve come to expect it.
2. Improve front office/back office communication flows.
Many contact centers overlook the key role that customer service processes play in gathering essential information streams for the rest of the business. The Livevox [U]Series provides the connective tissue for both front and back office operations with an integrated ticketing system that makes it easy for agent’s to track the status of an issue across every stage and department no matter what channel the issue was raised on.
3. Respond to consumer behavior and create personalized experiences.
Each new channel and application addition magnifies the challenge of maintaining a unified experience for both customers and the agents that service them. At the root of the problem is disconnected data. The interaction that occurs between a customer on an email string may not be accessible to the agent when speaking with the same customer. This disconnect also makes for redundant interactions that require customers to rehash the same issue over and over. A true omnichannel solution with a Universal Customer Profile lets an individual’s contextual information follow them from channel to channel.
4. Improve NPS scores.
The NPS Score, or Net Promoter Score, is an index ranging from -100 to 100 that measures the likelihood of a customer to recommend a company or service. Conventional wisdom and practical experience from our own lives shows that loyal, happy customers who are able to resolve issues quickly with minimal hurdles are the ones willing to make recommendations.
So…. Offering your customers a multichannel contact option is one thing, but offering multichannel along with the analytics that foster the continued improvement of products and services is true omnichannel. Stop stitching together support solutions that drive up cost, limit transparency, and expand your channel approach beyond just phone calls. LiveVox joins all of the pieces contact centers need to create a seamless customer service experience. By combining CRM, WFO, and AI-powered service channels into a single pane of glass Livevox makes omnichannel easy. For more on Livevox sign up for our monthly newsletter or schedule a demo today.