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~ Sound of Data ~

HOW TO KEEP THE

CONVERSATION

GOING IN ALL

CHANNELS

Text: Erzsi de Letter // Photos: Sound of Data
Does your brand want to provide excellent customer service? Then the one thing you can’t
go without is a good omnichannel platform. Even better if you can integrate it with your
CRM and/or ticketing software. This gives your agents a single customer view and makes

it easier to respond to questions, resulting in higher customer satisfaction and improved
performance.

rom face-to-face to virtual contact active on and make sure these channels are integrated,” says
Many brands have experienced an increase in Serge van Driel, Technical Consultant at Sound of Data.
Fcustomer service interactions in the past year and
a half because shops have been (partly) closed for a while From telephone, to multichannel to omnichannel
due to COVID-19 regulations. Emile Stappaerts, Client Serge continues: “Many brands still use a multichannel
Partner at Sound of Data: “Questions that are generally approach and manage their channels from different tools.
asked in stores now end up with customer service. We also This makes it hard to work efficiently. It forces their agents
saw that industries like travel also experienced an increase. to gather information from various places, which takes
Holidays abroad haven’t been possible for a while or have time. And callers often have to repeat their questions. If
been more complicated due to everchanging regulations, they previously had contact in a chat and they call back
and this raises questions.” a few days later, agents won’t know about it because this
information is stored in a different tool.” That’s exactly
More and more channels why using different tools to manage your channels often
All these questions end up with customer service through decreases customer satisfaction. The key is to integrate all
various channels. After 30 years of experience, we these channels in one tool and move from multichannel
understand that just one of two won’t suffice anymore. to omnichannel. This enables companies to manage all
Telephone, email, Instagram, Facebook, Messenger, interactions in one platform and have access to a single
Snapchat, WhatsApp, chatbot, etc. Wherever your customer view.
customer is, that’s where your brand is. “Providing different
support channels makes it easier for your customers to Increases first call resolution
contact you because you’re available on the channel they An omnichannel contact centre platform does just that.
prefer. Does that mean you have to be present on every It makes it easy for your agents to manage all interactions
possible channel? from various
“PICK THE CHANNELS YOUR CUSTOMERS ARE MOST ACTIVE
No, definitely not. channels in one
You should pick ON AND MAKE SURE THESE CHANNELS ARE INTEGRATED” desktop, browser-
the channels your based interface.
customers are most They can view all

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