And guess what?
Customer insights come with their benefits:
The omnichannel dashboard provides agents with real-time feedback –this real-time data helps an agent to improve performance and increase overall productivity over a period of time.
89% of customers get frustrated when asked to repeat themselves to different agents.
But when using an omnichannel approach, information silos are broken down & there is a flow of data between all channels –customers don’t have to repeat themselves
Many customer queries can be easily resolved via email, SMS, or live chat. Why overburden your call queues when you can direct your customers to your other channels instead?
An omnichannel customer service strategy allows some customer interactions to be handled by chatbots, without the help of a (paid) human customer service representative.
Phew!
I’m glad you made it this far. I tried, by all means, to go straight to the point and not waste any of your time. But before you head out, I just need one favor from you…
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