Omni-Channel Customer Engagement
An Omni-Channel customer engagement is a strategic operations model that addresses the paradigm shift in consumer behavior and their use of multi-channel technologies. An Omni-Channel approach delivers a seamless customer experience across any number of channels such as phone, social media, web, mobile, and email and devices (in-store, laptop, and smart phone). The end goal of an Omni-Channel customer engagement strategy is to ensure that the context and experience gathered from each channel and device carries over to the next touch-points for consistency of conversations across multiple touch-points and provides the optimal consumer experience.
Today’s businesses interact with customers through multiple channels: Web Self Service, Mobile Apps, Social Media, Email, Interactive Voice Response (IVR), Sales, Customer Service, and Marketing Campaigns amongst others. Historically this has been popularly described as a “Multi-Channel” program. However, in most cases, these customer interactions are disjointed resulting in an inconsistent, fragmented, and error-prone experience across channels contributing to what is “The Customer Engagement Gap”.
This gap exists when a business has siloed applications, a large customer base, disconnected touch points and no end-to-end or parallel processes working in concert.
To counteract this “Customer Engagement Gap” a business should deliver the Omni-Channel customer experience. This Omni-Channel experience provides a seamless, converged and consistent customer engagement model across multiple channels while optimizing the channel-specific interactions. This makes the customer experience seamless and ensures consistency in messaging across all channels.
Business should look for a platform that delivers a unified Omni-Channel customer engagement model with a seamless, converged, and consistent experience across multiple channels while optimizing the channel specific interactions. This creates a customer centric, contextual and relationship based market of one experience at scale because all activities center on the customer. To achieve this model, you need a solution that manages both the customer and product data in a centralized platform that cuts across your operational enterprise.
In the competitive environment that exists today, businesses need to offer services and channels to it’s customer that create a personalized and satisfied experience. An Omni-Channel customer experience implemented correctly will increase customer satisfaction and revenue opportunities.
The Dante team can provide the expertise and experience necessary to build you a successful omni-channel customer experience.
