Page 57 - CBM19

~ Sound of Data ~

customer information, keep track of the customer journey, customer interactions in the various channels. Just one will
and offer personalised experiences every single time. They do. And adding new channels is a piece of cake. Simply
only need one tool for all switch it on, enter your
“AN OMNICHANNEL PLATFORM HELPS AGENTS
active channels. “Most credentials and let those
interfaces even allow your interactions roll in. Most
agents to switch from one COMMUNICATE MORE EFFECTIVELY AND platforms have a multitude
EFFICIENTLY WITH CUSTOMERS”
channel to another and of channels to choose
keep the conversation from, including upcoming
going. With all customer channels like chatbots and
information at hand. That makes their job a lot easier and live video chat. You can even integrate with custom apps
more fun,” says Emile. Using an omnichannel platform and providers.”
speeds up processes, improves performance, and guarantees
the continuity of your service. It helps solve the problem Integrates with CRM and ticketing
faster and increases first call resolution. Which in turn has Does switching to an omnichannel platform mean you also
a positive influence on wait time. need to change your CRM or ticketing software? “Quite
often, it doesn’t because many integrate with external
Saves time third-party tools like CRM- and/or ticketing software
In an omnichannel platform, all customer information is from Salesforce, Microsoft Dynamics, Zendesk, Freshdesk
available centrally. Your agents and other employees can and more,” says Emile. “This opens up new possibilities
access all contact and order history with the click of a to increase performance while the way of working mostly
button. This helps them communicate more effectively and stays the same. Your agents can provide better service
efficiently with customers and better respond to questions. across channels. And new customer channels that can’t be
And your customers don’t have to repeat their questions integrated into the current systems can now be added and
over and over. This saves time on both ends and results integrated as well.”
in a better customer experience and higher customer
satisfaction. Many tools even come with an internal chat Added value for e-commerce and marketing
option so agents can easily collaborate with each other. Having a single customer view helps agents more easily
advise customers. They can, for example, recommend a
Easily add new channels supplementary product or service because they have access
Using an omnichannel platform saves both time and money. to all the order history. Having all data available in one
Serge adds: “You no longer need different tools to manage platform gives e-commerce and marketing better insights

SERGE VAN DRIEL [L], EMILE STAPPAERTS [R]

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