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We are all acquainted with the purpose of contact centres. In the last decade, technology has provided us with a great number of channels and ways to contact a specific business or service. Customers expect 24/7 support and instant and efficient response to enquiries. Due to this, omnichannels contact centres, which enable B2C communications to be as automated as ever, are thriving and powering a demanding industry that is constantly reinventing itself.

But why are omnichannels contact centres the way to go?

Here are a few notions ideas to consider if you’re planning on revamping and improving your customer support tools:

All your channels will be coordinated and in-synch

By integrating your business’s channels you’ll be able to provide consistent and efficient customer experience based on your customers’ channel of choice. Whether they would like to be contacted via SMS, email, or social media, your customer support service will be able to integrate all these channels and transmit the same messages in all of them, simultaneously.

Real-time marketing strategies

By opting to use an omnichannel contact centre your business will have access to real-time marketing strategies such as Twitter, Live Chat or video chat services. It’s been proven that is extremely important to ‘win’ customers wherever they may be, therefore, a quick approach in the various social networks the business may have a platform on is of utmost priority.

A quote from research conducted by Eptica in 2015, sums it up perfectly: “Frustrated consumers will either move to competitors that offer more channels – or will switch to more expensive channels such as the phone or face-to-face, pushing up costs for organizations.”

Diverse audiences through channels

When integrating channels, you will be able to reach out to different audiences who only interact on certain channels, this wouldn’t be possible without an integrated approach to your customer support. It’ll also be possible to easily integrate video, text, chat, email channels, without abrupt transitions in the content or support being provided to customers.

Loyalty from customers

If a customer has an easy time when using multiple channels at once they’ll be more likely to recommend you and stay loyal to your company. By establishing a customer base you’ll also be able to reduce costs on outreach strategies.

Consistent Customer Experience

Having an omnichannel contact centre means delivering excellent and constant customer support towards your clients via the channels to which they have engaged with. By opting for this method, your customer support will be consistent and always on top of all-things business-related on all channels of the platform.

This could mean that, for example, a customer’s experience on a desktop and on a mobile will be as efficient as possible. Or that your Twitter, YouTube and Facebook accounts will always display the same amount of information.

If you’re looking for an efficient and consistent solution to your business, opting for an omnichannel contact centre is certainly the way to go. Your communication channels will be sparkly and up-to date, and your customer loyalty will improve due to high-levels of satisfaction. Win-win!