Learn the difference between single, multi and omnichannel Communication and why Omni-channel gets you the best customer experience. Omni-channel is proving to be a game changer for a lot of businesses when it comes to customer experience.
These days, most businesses offer multiple contact channels. However true omni-channel is not just about offering multiple contact channels to your customers, it’s about offering a seamless service for each of those channels where your customers can quickly & easily switch channels without having to speak to another customer service agent or repeat their query again.
Here’s a brief overview of the image below:
Single Channel
One channel option, for example, e-commerce tend to prefer to use 1 contact channel which is usually an email address or a social media handle.
Multi Channel
Different channel options, voice, email, web-chat or social. They don’t link up & usually rely on different people manning the channels & replying to customers.
Omni Channel
Different channel options, voice, email, web-chat & social. All link to the same place for a more seamless service & can be switched over from one channel to the next easily!
There’s a lot of excitement around omni-channel for businesses wanting to improve their customer experience. It’s proven to help businesses retain more customers & increase revenues. These were the differences between Single, Multi and Omni Channel Communication and why Omni-channel gets you the best customer experience.
For more information on how QContact can revolutionise your customer experience visit our website: www.qcontact.com
