Customer nowadays have unparalleled ways in engaging with companies. As customers become more tech savvy’s they become in favour of digital channels, therefore, quality customer care becomes highly dependent on digital performance. However, live agents are clearly not going away, according to a survey conducted by Mckinsey & Company 52% of the respondents in the United Kingdom indicated that they prefer speaking to a live agents when they are facing a technical issue and need a solution. On the other hand, approximately 24% of the customers considering to complete routing tasks opt in for a live agent. And so, organizations boarding on an omni-channel journey must properly ensure that each channel is optimized for customer interaction accordingly.
In general, customer prospects in services fall into the following categories, though are not limited:
With that being said, SPEEEX CX Lab encourages organizations to not fall into standard approaches while predictable models aren’t a generalized assessment of customer expectations. Instead, they should gather up to date data via feedbacks from customers in order to understand their needs. It is imperative to understand the difference among Omni channel Customer Experience and Multi-Channel CX. In principle, Omni-channel CX enables the customers to move effortlessly across channels of interaction, by which in each channel the customer service advisors have a holistic view of the past interactions. Whereas, the multichannel approach enables the client to interact via multiple channels with a petite reliance on past data interactions.
When crafting an Omni channel transformation, companies should consider the following principles:
Lastly, a true Omni channel CX is put together with the customer as the focus by providing them unified and optimized service interaction across myriad channels.