Here are 5 great reasons to migrate to omnicanal sales and customer service:

Nowadays, omnichannel is a powerful business and communication tool for companies as it strongly increases business opportunities, both quantitatively and qualitatively as well, as it promotes the efficiency of a company's loyalty, sales and marketing.

Before going any further, it’s necessary to emphasize the difference between Omnichannel and Multichannel since they are definitely not the same. The first one is the one that I will refer to next, and regarding the second one, even though it is advanced, it for sure lacks many benefits that Omnichannel does have, which is why I do not want to fail to mention that migrating to this type of strategy is an essential step to achieve business goals effectively.

Omnichannel is the key to success today

There are many reasons for a company to migrate its Sales and Customer Service platform to a digital omnichannel contact center. The 5 most important, in my opinion and experience, are the following:

The first and most important:

"Migrating the Sales and Customer Service platform to Omnichannel will allow my company to reach a substantially larger"..., more active and diverse market size. New and potential customers will be able to evaluate and purchase your products and services. Nevertheless, this first benefit will bring important challenges, but as my wise ex-boss once said “...they are the type of challenges or “problems” that we all want to have!”.

The second and most necessary:

Retaining customers' loyalty. Necessary as today’s customers determine the company’s livelihood and future. Additionally, as it is well known, it is several times cheaper to retain them rather than gaining new ones! As well, Omnichannel allows to record all customer interaction, regardless of the channel, providing a complete history of the representative, and it avoids the necessity of the client to repeat its problem or requirement, which resolves one of the biggest pains that a customer has when interacting with a sales platform or Customer Service.

Loyalty and Customer Satisfaction

The third and most demanded:

Providing a great experience to clients in each interaction with my company. An Omnichannel Contact Center allows clients to interact through the preferred channel that will be most comfortable for them, such as email, chat, social networks, WhatsApp, among others; which increases customer satisfaction and preference when requiring any product or services from a company.

The fourth, and most sought by companies:

Increasing my staff’s efficiency and reducing costs without affecting the customer experience. Omnichannel substantially increases the efficiency of a company’s staff thanks to its digitization of communication by enabling representatives to provide services via chat, simultaneously, to 2, 3 or more customers!, supported by “canned” answers and features such as “agent assist”. Additionally, there are Coaching and Quality modules, with evaluations, surveys, etc.; that empower the staff to carry out their tasks with an outstanding performance. On another note, the automation of services is definitely in a place that stands out, using Bots with Artificial Intelligence, for all channels, at a very low cost.

Omnichannel Bot A.I.

The fifth and most valued in “disasters”:

Survival and greater flexibility. Most of today's Omnichannel solutions are based on the cloud, which due to the pandemic, came to stay. Thus, teleworking for Customer Service, sales and marketing is a reality of great value. Being able to keep operations before disasters, whether local or general, is no longer a “headache” for the IT staff, and on the other hand, a great relief for the company, customers and suppliers. All thanks to the fact that the cloud allows managers, supervisors and representatives to work from anyplace and any channel, with an Internet connection, which increases the company’s ability to work with its staff, regardless of their location, and through the channel that facilitates communication the most.

Conclusion:

Migrating to an Omnichannel digital platform is no longer a just “nice to have'' tool from a few years ago. Now, due to these 5 reasons, there is very little that a company or “start-up” can do to grow and survive without having this powerful business tool. It is important to emphasize for those who still fear migration, that this process does not have the complexity that it used to in the past, which prevents us (thanks to the cloud) from considering servers, operating systems, applications, etc. Therefore, there are no other valid excuses left. I cordially invite you, without commitment, to consult and present your concerns and cases to my email: jduran@econsol.net, and I will gladly answer them promptly.