Customers today expect to easily engage with brands across multiple touchpoints. They also expect their experience of an organisation to be consistent across the different channels. Therefore, it’s vital that channels are integrated to provide the best experience for consumers.
Being truly Omni-channel also allows businesses to have one single view of the customer so they can integrate feedback from different sources into one platform. A contact center can then benefit from insights that will reduce channel switching and push customers to the most cost-effective channel that is right for them.
Warwick Analytics can show you which parts of your omni-channel strategy can be improved, where customers are switching, what your customers are telling you and where you can make operational efficiencies, all whilst improving your customer experience.
Here are two of the top use cases for adopting a true omni-channel experience:
Improve operational efficiency
Around 95% of the organisations we talk to have a need to improve operational efficiency in some way. Omni-channel analytics provide a clear way to achieve that.
Whether it’s reducing channel failure, channel switch or reducing overall contact volume, having a single overarching view of all your channels, including the demand drivers, will give you a much better chance of improving efficiencies.
Improve customer experience and customer retention
We all want to improve customer experience and customer retention. If we keep customers happy they stay longer, spend more, and tell more people about the experience. Therefore the use case is:
- Identify which channels your customers are best suited to – and which work best for specific types of interaction;
- Understand the causes of channel failure and what drives customers to switch;
- Reduce customer effort by delivering service in the customer’s preferred channel first-time.
Next time we look at 5 strong use cases for omni-channel analytics.