Top 2 Reasons to Use Omnichannel Communication in Call Center

Posted by Ethan Jones on March 18th, 2020

The call center industry has been in existence for many decades now.  From a simple phone to phone calling to intelligent call center software; this industry has gone through many shifts. Today’s consumers are way more awake about their rights and way stronger about their opinions. Thus, they need more personalized services. This is the reason call centers need to adopt new changes at rocket speed to stay ahead of the competition. One of the fundamental needs in any call center is providing omnichannel communication support.

Almost all call center solution providers offer omnichannel support in their system these days. In fact, in intelligent call center software, it has become a norm. If you are thinking that you are good to go with the traditional call center solution so let me tell you, you will regret sooner or later. Let me share why your call center must support omnichannel communication.

1. It is expected by your customers

Today’s consumers have more expectations from the brands than they had before. There are many options for a single service. The clients can choose from multiple vendors. If at any point, the customer feels unattended or experiences ill-service, immediately, he will switch the vendor. Thus, it is necessary for all companies to identify and meet customer expectations. Omnichannel communication is one of the demands of the customers. They need to get catered from their preferred modes of communication. Gone are the days, when people used to visit the service centers or keep holding the phone because of long call queues at the call centers. Now, they want to get quick responses. They want to get contacted on their preferred modes of communication which can be WhatsApp, which can be Facebook messaging, or it can be an SMS. An omnichannel intelligent call center software solution can provide unified communication channels, so they can cater to the customers via different channels.

2. It makes support services easier

Many call centers run support campaigns. In this case, customers need to get regular updates about ongoing steps to resolve their concerns. An omnichannel call center software can help in achieving this. A customer with a concern can make a call to the call center or he or she can also raise a support ticket if you use an intelligent call center solution with omnichannel support as it also offers support ticket as one of the add-ons or modules. The agent can keep updating the customer about the ongoing resolution of the ticket by updating the ticket. The agent can also update customer by sending SMS or WhatsApp message to the customer. If there are certain steps which the customer needs to follow, then the agent can send an email with steps. At the end of the issue resolution, the agent can make a call to let the customer know that issue is resolved.

There are many more pros of using a call center software solution that supports omnichannel communication. Furthermore, the use of an intelligent call center software with omnichannel communication support offers even more features and benefits to the call centers, including, competitive edge.