The omnichannel customer-centric journey

Meeting service expectations & saving valuable agent time, all while providing the highest level of Customer Experience (CX)

Trusted by many…

The challenge

Customer expectations are changing.

Near-instant engagement and communication is commonplace thanks to smartphones, social media and readily available internet access.

Customers expect the same level of quick interaction from brands, whether they call, email, engage on web chat or reach out on social media. They want to talk to organisations that are open, honest, friendly and trustworthy, which is often valued more that the price of goods and services.

They don’t want to have to call a contact centre between strict office hours to simply update their address details or get an update on an order. They want to be able to do it themselves, zero-hassle, so they can get on with their day, with no restrictions.

By adopting a customer centric approach that focuses on relationship building and empowering the customer you can unlock significant cost savings along with providing a highly satisfying experience.

Here’s how…

The customer journey

Being successful in a competitive market can be achieved by putting the customer first.

Identify your customers’ expectations and pursue a solution that will meet and exceed what your competitors can offer.

Using omnichannel communication channels you can build value through positive engagements and superior shopping experience. Whether it’s over the phone, online, webchat, social media or SMS, the customer can move effortlessly between them.

If you knock down the barriers of frustration, reputation for high levels of customer experience (CX) will become one of your strongest assets. To enforce this mindset within your team, set the appropriate KPIs that put the customer‘s needs at the forefront of your contact centre, targeting on quality of engagement rather than quantity.

Here's how it works:

David has just placed an online order. He receives an automated confirmation SMS and email from the retailer with a link to review full order details.
He can tap or click the unique URL which launches into his own online portal on a smartphone or desktop device.
After verifying his identity, he has full access to account details and order history.
Alternatively, he can call an automated telephone line 24/7 which gives him access to the same information, via the IVR menu.
David wants to talk to someone to clarify the delivery process. The online account will have a “Click to Call an Agent” option or the IVR will present the “Speak to an Agent” option. He will be immediately be put through to an agent who can see he has already passed security checks without the need to re-authenticate.
David discusses the delivery further with the agent, and wants to arrange a much quicker service. There is a small, additional charge to be paid straight away. Thanks to the omnichannel payment solution there are a number of options available:1) The agent has the option to take a card payment over the phone there and then, asking David to enter his card details into his telephone keypad.2) The agent can also ask if he would prefer to pay online using his smartphone, sending an SMS with a unique payment link that has all the related order and delivery info pre-filled.3) Alternatively, if he has a saved payment card against his account, the agent can ask if he would like to use that.
After David has completed the payment, he receives a confirmation email with new delivery details and a payment receipt.
One day later he can rate his experience using a unique customer service feedback URL, which can be logged against his account for the organisation to measure and agents to see in future communication.