Today, a brand manages an average of 9 channels of different contacts: phone, web call-back, webchat, email, many social networks and messaging platforms … A real headache for companies that have often successively adopted these different channels by adding new tools to their application ecosystem, as new channels are rarely integrated into existing tools. It’s also a puzzle for customer advisors who have to manage these different interfaces and deal with the frustration of consumers that are constantly switching from one platform to another without a clear vision.
However, 80% of these consumers expect the same level of commitment regardless of the channel they are using, and they do not hesitate to express their dissatisfaction when their request has not been treated satisfactorily. Omni-channeling is a challenge for businesses if they want to deliver a seamless customer experience.
Webhelp supports your activity with the design, implementation and management of your omni-channel contact platform.
Strictly Necessary Cookies
Enhanced Functional Cookies