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Teleperformance white paper "How to truly realize omni-channel customer service experience"

2018-05-11 14:54:33 Author: Source:CTI ForumComment:0  Click:


Global status:
In recent years, the rapid growth of mobile devices and social media has completely changed the way we communicate, so customers can choose more channels to interact with brands and companies. The experience journey of customers now presents a multi-channel trend. For example, a customer can start from a website, go to a smartphone application or social media, go back to a website, go to a physical store, and so on.
Science and technology has brought many multi-tasking, multi-channel lifestyles to many of us. The following statistics show how diversified communication has reached:
Integrated omni-channel experience:
To meet the expectations of customers interacting through different channels, companies tend to focus on rapidly opening up new channels. But in many cases, this pioneering process lacks proper planning, co-ordination or strategy. Companies eventually made these channels silos of different operational plans and could not successfully build a fully integrated omni-channel solution.
Beyond technology:
Some companies believe that integrated omni-channel capabilities only include technology. However, due to the failure to consider the customer's overall communication context, these companies are risking providing unintegrated services so that their customers may have different experiences in various channels, which will adversely affect the overall brand strategy and customer experience.
We need to identify the metrics that affect the business outcomes in each channel. Each channel requires a specific set of performance indicators and changes accordingly based on different channels. It is worth noting that the customer's feelings and latitude will change according to the change of the selected channel.
How to achieve a true omnichannel customer experience?
What are the five steps for building an omnichannel platform?
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