© 2015 Jacada, Inc. All rights reserved.

Employing Omnichannel Customer Service

http://www.jacada.com/solutions/self-service-and-omni-channel-solutions

Learning About Omnichannel Service How it Enhances the Customer Experience

Agenda

Times have changed drastically where the interactions between a customer and a

business are involved. Gone are the days where the only points of interaction might be in a retail store or over

the telephone.

Customers now expect to be able to reach out to a business easily in a wide variety of ways so that they can get the fast and instant experience they are looking for when it comes to gathering information for the purchase of a product or service.

This change in shopping and buying patterns has caused

businesses today to have to adjust to the marketplace and adapt

their customer service approach to fit into this ever-changing

model that has been created.

Learning About Omnichannel Service

The notion of omnichannel customer service has begun to come to the forefront in the business world because of the various approaches customers take to looking for answers, solutions, information, products and services.

In today’s world, it may not be uncommon for a potential customer to start by searching for information on the Internet and check out various websites for a product they have interest in.

They may even do this on a mobile device to start with while they are out shopping. This can bring them to engaging a company in emails or chat messages regarding questions they may have before it actually brings them into the store or to make a call on the Internet.

Finding a way to combine all of these different interactions into one uniform experience allows you as a business to create a seamless experience for the customer.

How it Enhances the Customer Experience

This type of customer service can provide a greatly enhanced experience for the customer.

The customer can start out with an email question or perhaps one posed on social media or through an instant message.

All of this information relayed back and forth can then be carried over to the customer service agent that they speak to on the phone or talk to in a retail store so that there is always a smooth transition.

Everyone always has all of the information needed so there is no need for the same story or questions to be asked over and over, making the process quick and easy for all involved.

Making use of the omnichannel customer service approach is one that is being

employed by more and more businesses today.

This approach allows businesses to interact well with customers all of the time and always have insight into their questions, problems, wants and experiences, making the business much more attentive and in tune with what the customer really needs.

This type of customer service helps to create a much stronger bond with a customer base because of its ease and thoroughness.

© 2015 Jacada, Inc. All rights reserved.

Visit our Omnichannel solutions page:http://www.jacada.com/solutions/self-service-and-omni-channel-solutions