Why do you need to use an omnichannel customer service platform?

The world is increasingly integrated, and this also applies to consumer behavior. Every day, more companies launch themselves in the market, and the strategy to remain competitive needs to be well defined.

The wide range of communication channel possibilities made it difficult for companies to know where and how to communicate. In order not to lose its place in the market, it is necessary to operate on all platforms and adapt to each one of them.

If consumers are present and interacting in different channels, brands must follow the same premise and show that they are active, both on and off, ready to serve them, regardless of the channel they are in.

That’s what omnichannel platforms are for, which are increasingly present in organizations. In today’s content, we’re going to talk about these platforms and the benefits they add to your business. Good reading!

What is omnichannel?

To understand what an omnichannel platform is, let’s start with the definition of the second term.

Omnichannel is a strategy for the simultaneous and connected use of different communication channels. The purpose of using this format is to make processes more dynamic, or even to make a connection between online and offline, increasing the customer experience and, consequently, sales.

This experience generated for consumers can be a differential to keep your brand competitive in the market. With this tool, it is possible to serve the customer wherever he is, without focusing exclusively on sales. Omnichannel values ​​the improvement of the relationship between company and user, considering the different stages of the sales funnel and customer journey.

Differently from multichannel, in omnichannel all channels, such as social networks, website, SMS, call center, virtual store and physical store, are integrated. The data and information collected are shared and can be accessed through any of the channels. In this strategy model, all sectors collaborate with each other, with the main objective of improving the user experience.

A survey by super office revealed that 86% of consumers are willing to pay more for products and services just to have a better experience. The data also indicate that this sample would accept paying up to 13% more to have this differential.

The same study pointed out that customer experience is a priority for the next five years for 45,9% of the 1.920 interviewed entrepreneurs. This is because it was identified that customers do not link their loyalty to a brand based only on the amount paid or on the product. Loyalty is generated by connection, and connection is generated by experiences. And this is where omnichannel platforms come into play.

Omnichannel platform

Omnichannel platforms follow the same concept, unifying different communication channels in one place to better serve users. This integration optimizes the service flow, solving one of the main pain points for customers – the waiting time.

Read our article What is the importance of speed in service?

Omnichannel platforms such as ¡Hola! Suite, are aimed directly at customer service, in a flexible manner. They offer most of the options of the web version in mobile format, allowing more agility in monitoring status, calls and interactions.

Through these omnichannel platforms, the company is able to manage, monitor and document requests, as well as prioritize tickets that need to be resolved. The platforms can be integrated with ERP’s and payment gateways, SMS and email servers. The implementation of these resources reflects on the financial sector of the organization, as it reduces service costs. 

In the case of Opa!, the integration with the IXC Provider makes it possible to send payment slips and invoices, unlock trust, carry out satisfaction surveys, network diagnosis and electronic acceptance for contract activation via WhatsApp.

Benefits of using omnichannel

The benefits of omnichannel platforms begin with consumer behavior, which makes them connected through different channels for both purchases and relationships with brands. The strategy allows the company to be present in the consumer’s routine.

Platforms like ¡Hola! Suite, for example, have integration with service channels such as WhatsApp, Telegram, Messenger, Webchat, Virtual Agent and VoIP. This presence in several channels makes service faster, as well as decision-making for the company itself.

The service history generated by omnichannel platforms is also an advantage worth mentioning. On these platforms, there are records of all customer and supplier contacts to facilitate the continuity of negotiations originating in other channels. 

The omnichannel platform also allows mapping the customer’s journey, querying information about them, personalizing service through intelligent searches, with dashboards and filters on stored data, and offering differentiated services, according to their needs and assertively.

In addition, this feature allows you to monitor and maintain your contacts. That is, after interacting with the customer and solving the problem, messages can be sent to make sure that the situation has actually been resolved. This contributes to creating customer connection with the brand.

Automation and reduction of waiting time make the use of platforms beneficial both for the company and for the user who requested the service. For the company, in addition to increasing competitiveness, it improves the productivity of the team and, consequently, profitability.

¡Hola! Suite is an omnichannel platform that helps simplify the relationship with your customers, offering control of all customer contacts with the company in one place. Contact us and learn more.