Did you know that 96% of unhappy customers won't even complain to you? They'll just stop using your services and turn to someone else.
It's important to have a smooth customer journey, or else the above will happen. One way to do so is with an omnichannel contact center.
What is an omnichannel contact center? It's a platform that unifies multiple support channels and business solutions!
Interested in hearing more? Here are 4 reasons why you need an omnichannel contact center.
1. It Reduces Customer Frustration
When a customer reaches out to you, they're probably already frustrated. This frustration only increases when your agents don't realize the customer's already spoken to your company multiple times prior about the same issue.
With real-time data sharing and access, all agents will be able to see the times and points of contact for each customer, no matter which channel they reached out on. It'll ensure that your company isn't overcalling.
Considering 53% of consumers are frustrated by too many ads, an omnichannel contact center helps ensure you don't annoy and push away your customers. Instead, by accessing valuable data, your agents will only contact customers when necessary, without worry of overcalling.
2. You'll Eliminate Manual Labor
Without an omnichannel contact center, you'd typically need separate employees to manage different clients and their data. But by taking advantage of this solution, all this work is eliminated.
This leaves your workers free to do more interesting work that they're passionate about, such as interacting with their clients.
3. You'll Run More Accurate Campaigns
When you get rid of manual labor, you also eliminate human error from your campaigns. Not only do omnichannel contact center solutions automatically recognize and display customer history, but it also allows you to set certain rules so your customers are contacted at the right points in their customer journey.
4. You'll Save Time and Money
What's great about contact center omnichannel technology is it allows you to run a tight ship.
For example, you can automate various campaigns, which drastically reduces the number of man-hours and people needed. This means your employees spend less time putting together campaigns, which results in both time and money saved.
Also, a more streamlined customer journey means consumers are more likely to follow through all the way to a purchase. It also means your customer retention rates will go up, which reduces acquisition costs.
Start Using an Omnichannel Contact Center Now
As you can see, utilizing an omnichannel contact center can help you serve your customers significantly better. When they know they can reach you through their preferred channels, your customers will remain loyal to your brand and reduce your churn.
So streamline the customer journey and pull all your disjointed applications together into 1 place. Not only will it make your customers happier, but it'll also help you manage your business more efficiently.
Are you curious about what an omnichannel contact center can do for you? Then schedule a discovery call with us now!