Effective Effortless Omnichannel Customer Service Solution

In whichever business you embark on, commerce truly makes the world GO-ROUND. Sitting in a “mamak”, a typical local Malaysian (Malay-decent) eatery stall or a warung as they call it in Indonesia, one can’t help but to experience the hustle and bustle of commerce filled with wholesome customer relationships that’s going on. At this particular stall, it’s a bit more localized, hence the banter between customers and owners are such a “joie de vivre” to experience. Of course coupled with the combination of great food and good humor. It makes a pleasant morning, lifting up the spirits of even an “outsider-customer” … obviously “me-the-copywriter”.

An eureka moment lighted 💡! Why not deploy omnichannel powered chatbots to lay the ground for the perfect forefront meet & greet. Many businesses have always faced the problem of constant quality customer service. How can one transfer this “genuine light happy banter” before kicking in to the more serious business of closing down the sale? In my humble opinion, yes your business might be worth much much more than this humble stall, however if you take a step back and analyze deeper. In the end, isn’t most customers’ behavior the same? The key word is GENUINE = GREAT CUSTOMER SERVICE. A truth applicable across industries.

I’m sure the many business owners or customer service agencies have employed – Customer Service staff or external CX agents. It takes time to train by imparting the company’s DNA or culture, equipping them with an overview of the company policies (while hoping they might read-up through the night) which usually don’t happen i might say, and then poof! They are placed up-front in the front lines to battle the onslaught of customer’s inquiries and managing complaints.

How far do you think these newbies can cope before they hit a burn-out? What is the ratio of your hiring versus retention of talent? That’s where Omnichannel Customer Service Solutions come into play. Here are the many benefits that will help you with the first-customer-response and at the same time help you retain valuable talent. Talent which you have place in resources of time and money to train.

🔥4 Effective Effortless Omnichannel CX Solution!!

“Gartner has predicted that, by 2020, customers will manage 85% of their relationship with the enterprise without interacting with a human. However, in the following decade, even these simpler apps and automated systems will be replaced with advanced AI technologies designed to improve the overall customer experience by being proactive, anticipating customer needs and engaging on an emotional level.”

Before immersing into Big AI, Chatbots are the best front-line soldiers to assist in giving out the first impressions. As compared to traditional CX agents, calls must be answered in 3 rings. Comparatively a chat with a chatbot will accord the customer an instant response! Psychologically you have scored a point. The next step that a chatbot can do is to identify the type of question. Should it be an FAQ, the bot will direct the customer accordingly. *Company’s should have a set of FAQs prepared for the chatbot system to qualify accordingly.

After filtering, the chatbot can then direct to the right Live Agent who can then help the customers. Chatbots are able to filter based on preliminary customer profile. This will help to lessen the emotions such as anger and allow the customers to think more rationally before speaking to a Live Agent. Reducing the friction of high-temper emotions. A very valid example!

Ensuring there’s a connection between CRM support is vital. An implementation of Accordia Desk, your agents gain a 360 degree view of customers’ data. In return, they are able to provide a fulfilling customer’s journey as they are able to address the customer’s history. Enhancing the experiences for both parties, while fostering brand loyalty, and your business gains customer retention.

Not forgetting CRM integration helps in reducing cost in the long run. At the same time increasing sales, in a more personalized manner. Instead of just an off-the-mill sales call pitch. A bonus point is that the system allows integration with your preferred CRM partner, or you can also explore the different CRM platforms Accordia works with!

When choosing a system, one should go for flexibility. Catering to both SMEs or well established corporations, deployment with scalability is a luxury. There’s certainly no requirements to lock the system in.

We grow in pace with your business, Cloud deployment affords you flexibility with a “Plug-and-play concept”. Or should your company have a collocated budget fitting with the business plan expansion, opt for On-Premise deployment. Choosing your own team of IT Support to manage the systems closely.

“The Digital Advertising market is growing because people’s behavior has shifted from the offline to the online world. Within 10 years, the number of internet users has grown to twice its size from 2.3 billion in 2012 to 5.1 billion in 2022. (Source: Digital Advertising – Malaysia, Statista) ”

Big data at your fingertips. Enhancement for Marketing or Digital marketing campaigns for your company is possible. Now with digital marketing taking flight, there is a need among many SMEs who are looking to engage in these routes for marketing. With an Omnichannel system in place, you are able to draw out data for marketing strategies or even reports.

Employee or agent retention is another plus point to adopt this solution. Saving you time and effort plus gaining higher employee satisfaction overall.

The key to customer satisfaction is through smooth first greetings, sufficient given information mid-journey, and a satisfied ending of the whole experience. Gaining genuine trust and loyalty for many years to come. Happy customers are the strongest product and service advocates.

Take a step further by engaging with us on how we can help you reach your Customer Service goals.