Companies with a strong omnichannel environment achieve retention rates as high as 89 percent. For organizations that do not have this, the rate is only 33 percent. So having a strong omnichannel environment is crucial today. What do you need to know?

Seamless conversation

In many companies, customer contact is about answering emails, phone calls and Whatsapp messages or handling a ticket. In a future-proof customer contact environment, it is no longer about channels or tickets, but a seamless conversation with the customer regardless of time, location or channel. For example, a customer makes the initial contact by phone, then the conversation continues by email to finally send another question via WhatsApp. All channels are aligned and the customer journey is optimal.

Four points of interest

A flawless omnichannel experience has four focal points.

1. Automate

Thanks to artificial intelligence, some of the customer contact can be automated. A smart chatbot can already answer the most frequently asked questions and determine when to enlist the help of an agent. This allows you to support more customers, shorten wait times and increase customer satisfaction.

2. Picking up conversation again

Sometimes the conversation falls silent for a while. When a customer then contacts you again, it is important that he or she does not have to answer all kinds of questions again, but that the conversation picks up where it left off.

3. Additional human contact

Sometimes human attention is indispensable and a phone call from person to person offers the only right solution. How do you handle this in the most customer-friendly and efficient way?

4. Be future-proof

The future is unpredictable. It is important to make sure you are ready for integrations with solutions other than your current customer service software.

Zendesk messaging

Zendesk messaging is a new tool that enables a flawless omnichannel experience. With Zendesk messaging, you move away from communicating through different channels and move to a fluid conversation that always continues to flow consistently.

Want to know more?

In September, we will host a webinar demonstrating to you what such an omnichannel environment within Zendesk can look like. Our colleagues will recreate a complete demo environment in Zendesk and let you experience how such a seamless customer conversation works. Interested? Then sign up for our newsletter at the bottom of this page and stay informed. Want to know more now? Then contact us without obligation. We’d love to get to know you.