Why Omnichannel Call center? Explore the importance of Omnichannel in business growth in the wave of digital transformation

Article Summary：The age of digital development has brought diversified customer behavior. From offline physical store to e-commerce platform, from social media marketing to live streaming, customers are everywhere from different kinds of channels in various platforms.

The age of digital development has brought diversified customer behavior. From offline physical store to e-commerce platform, from social media marketing to live streaming, customers are everywhere from different kinds of channels in various platforms. Given this circumstance, perhaps you would wonder, how could my business suits, handles and finally uses the feature of this situation? How could we connect with current customers seamlessly and seizes every opportunity to communicate with our potential customers? How could the brand provide consistent and excellent shopping experience to our customers in the pre-sales and after-sales stage?

To stand out in the fierce market competition, Omnichannel Call Center is a must-have, using customer service software to provide standard, and terrific consuming experience.

The following text would be organized by these topics.

1. What is Omnichannel Call Center in helpdesk system?
2. Why Omnichannel Call Center so important？
3. Omnichannel contact center application in Malaysia

What is Omnichannel Call Center?

Omnichannel Call Center, as its name suggests, is a solution that integrate all customer service channels of our business into the AI help desk system, which means integrate all to one. This solution centralize customer service requests from various platforms such as whatsapp, facebook,instagram,etc into one system. The company could not only achieve unified management and collaborative processing, but also realize the fast response and efficient handling of customer service requests.

Udesk is the leading provider of AI help desk system. Udesk provides Omnichannel Solution which could cover customers from various channels, in different situations like pre-sales service, on-site service, telemarketing, customer care and after-sales services.

Why Omnichannel Call Center so important?

As the rises of customer expectation and behaviors , omnichannel system has become the competitive edge of the company and the brand. Here are some convincing reasons:

Better customer experience and satisfaction : Different from multichannel, operating independently, onmichannel could coordinate all channels so that they could work together seamlessly and instantly. For example, a customer comments under the official Twitter post, the brand customer service direct him to other support channels, he clicks the links to star a live chat,while doing so, the same issues need to be repeated. However, omnichannel call center eliminate these redundancies. When a customer moves from Twitter to live chat, the call center agent already has a general understanding of the issue and can provide targeted support immediately.

Improve efficiency and productivity of customer service team : It may feel like the customer is the primary beneficiary of omnichannel customer support, but there are many benefits to be gained by the support team as well - especially in terms of efficiency.　　Providing omnichannel support often requires support teams to consolidate their technology stack. This alone saves customer service agents time and stress because they don't need to navigate between so many different applications and tools.　　And, as mentioned above, agents are equipped with all the history and information they need to handle support interactions efficiently.

Facilitating harmonized analysis and insights : Companies also benefit from a better understanding of customer behavior. Instead of looking at individual channels and piecing things together, you can get a more holistic view of all customer interactions. This insight into the customer journey is powerful for all aspects of the business. Support teams can improve support interactions.

Omnichannel Call Center application in Malaysia

Omni-channel call center is not a new term in Malaysia, there are examples of omni-channel in almost every industry in Malaysia. Especially in the retail, IT service management, customer service, and healthcare industries, these organizations in Malaysia use omnichannel systems more frequently. In the retail market, for example, leading companies such as Aeon, Uniqlo, and Tesco are using omni-channel systems to meet the diverse needs of consumers.

Udesk is the well-known provider of omnichannle call center. Udesk integrates cloud call center, online customer service and work order system on one platform, docking more than 20 communication channels at home and abroad, connecting your current and potential customers without any obstacles.

The pricing is flexible, if you are interested in it, let us find out what Udesk could help with your business growth.

》》Click to start your free trial of Omnichannel Systems, and experience the advantages firsthand.

The article is original by Udesk, and when reprinted, the source must be indicated：https://my.udeskglobal.com/blog/why-omnichannel-call-center-explore-the-importance-of-omnichannel-in-business-growth-in-the-wave-of-digital-transformation.html