What is Omni-channel Customer Experience?
Omni-channel experience is a multi-channel approach to sales, marketing and customer service that seeks an integrated and seamless customer experience no matter which channel the customer uses to reach out to the business. It also seeks to create a consistent shopping experience whether the customer is shopping online from a desktop or mobile device, via phone, or in a brick-and-mortar store.
Omni-channel experience allows customer to transition between channels effortless and still get the same experience. A customer can contact a business on Facebook and the conversation can be continued via phone call and the context is preserved across the channels. TalkLift helps helps businesses deliver better customer experience through an Omni-channel CRM, where businesses can manage conversation with their customers. Omni-channel experience extends to marketing where companies deliver a personalized brand message across diverse channels from email, web to social media.
One of the most important features in a omni-channel experience is integrations. There is need for integration between distribution, promotion and communication channels so as to deliver consistent experience. At TalkLift, we have developed an API which enables businesses to connect TalkLift to their backend so as to offer omni-channel experience. Integrations is one of the major differentiator between omni-channel and multichannel customer experience.
Trends in Omni-channel
One of the key emerging trends in omni-channel experience is chatbots. Chatbots are AI (Artificial Intelligence) powered computer programs that simulate conversation with human users, especially over the Internet through text chats. A chatbot can be integrated across a multitude of platforms, either on your website or a messaging service such as Facebook Messenger. Each time the customer interacts with you, on any of these platforms, they are interacting with the same bot, and experiencing the same processes. Gartner, a research firm, predicts that by 2020, customers will manage 85% of their relationship with the enterprise without interacting with a human.
Businesses are investing in creating different communication channels including website, social media and mobile apps yet customer experience is not consistent across these channels. At TalkLift, we help businesses connect these channels together and share data between them, enabling customers to contact businesses through whichever channel they want and still get seamless experience.