Omnichannel Customer Experience – An Imperative For Businesses

The pandemic of COVID-19 has made businesses begin their digital transformation initiatives. Digital transformation commonly refers to the development of the businesses toward digitizing everything, from customer communications to employee training and more. It includes a broad array of technology, such as modernization, cloud computing, and the adoption of digital platforms. Manual or paper-based tasks can be digitized and can be transformed into something more efficient and cost-effective.

COVID-19 has unveiled the ways to transform ourselves digitally. The realization that it is not possible to deliver a great customer experience merely through traditional means like voice or emails has increased the significance of digital communication channels for businesses.

Digital transformation moved into hyperdrive during the pandemic. Several businesses developed eCommerce websites and self-service hubs, while focusing on the omnichannel customer experience approach.

Telehealth is the perfect example of this approach. To protect health workers, and to curb the spread, and diagnose a bigger number of potential COVID-19 patients, health systems are making virtual visits more aggressively.



Once users get accustomed to the comfort and ease of connecting with companies virtually, they may refuse to return to the earlier ways. Virtual interactions are increasingly becoming a part of the overall customer experience of a brand. Live Webchat and chatbots are other online touchpoints that have seen higher traction over the past years.

However, to enable such unusual experiences, it is essential for companies to smartly integrate the online communication channels in their apps. These new features need to be seamlessly combined into the workflow, allowing customers to seamlessly switch between channels, and also allow the agents to support a customer conversation, without losing the context.

COVID-19 has further highlighted the significance of accelerating digital initiatives and allotting resources to them. With the rise of latest digital alternatives to conventional business practices, it’s even more crucial to keep a pulse on the sentiment of a consumer.

Whether a buyer purchases a product with help from a chatbot or a frontline staff member in-store, the quality of the customer service will impact the image and reputation of your brand.

As businesses proceed to transform themselves digitally, they must search for ways to gather and examine omnichannel feedback and make meaningful modifications to improve customer experience across both digital and physical touchpoints along with every phase of the customer journey.

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