How To Choose The Best Omnichannel CX Solution in 2024?
2023 has been predicted that this will be a year of innovation, according to Asian Business Review article – Is 2023 the year Southeast Asia’s financial services become future-ready? Fully agreeable as it has been indeed a year of many new innovations with introduction to the latest tech-tools.
Markets for different sectors flourished in the year of 2023, business from Multi National Companies (MNCs) to Small Medium Enterprises (SMEs) competed fiercely within each own’s arena so per se to end this year on a high note. Many are successful in bullish-ing through this year, setting higher goals of achievement for the next year. One would say, 2023 is the year many have completely stepped out from the shadows of “post-pandemic”.
“Stock investors are on track for a great year. Returns for 2023, including the increase in stock prices and dividends, are on track to be near 15%. This is even better than I anticipated at the start of the year. Quote by Mark Zandi is chief economist of Moody’s Analytics on CNN Opinion.”
If 2023 is a great year for many businesses, what would the technology take from experts be entering into the year 2024?
“As we enter 2024, the business landscape is undergoing a seismic shift, driven by the convergence of artificial intelligence, an increasingly diverse society and the need for a resilient global workforce. Quote by Johnny C. Taylor, Jr. president and CEO of the SHRM – CNN Opinion.”
With all the overload of information on the latest technologies, it seems every business, be it large or small, has to adopt such technology or risk losing out in the short or long run. A stark reminder of Nokia and Motorola mobile phone legacy. These brands started out on the forefront of change however, the delay of speed in adapting to new tech has cost them to be just that, a painful reminder to brands today. Let’s zoom into focus on the heart of what makes a business successful = The Humans! At the end of the day, these technologies were created to ease humans going about their daily lives. Hence, Customer Experience (CX) and Employee Experience (EX) will be a topic for improvement for many years to come.
The question as to how to choose the best omnichannel CX solution is an important one. Here are some points to help make the right decision, for SMEs especially:
1. What is an Omnichannel ?
Omnichannel communication in the contact centre is no longer a choice but a necessity. In today’s digital landscape, customers use various communication channels to connect with brands and support teams.
Picture this: when a customer calls, the system routes the call based on all past interactions, creating a seamless and personalised experience.
💡Tips: Engage a tech-partner which provides a seamless experience, to avoid wasting time and resources in managing different tech-partner vendors. Accordia Global has been helping businesses to build an omnichannel-first workspace with a comprehensive experience via Voice, Chat, Desk and Social experience. All within a single platform.
2. The Talk about Bots
If you have not implemented chatbots or WhatsApp API as part of your Customer support interaction tool, 2024 is the year you must consider implementing. It has proven its importance and effectiveness, more so much more so this year.
No doubt many consumers, especially here in Malaysia do still prefer to speak to a liveagent, chatbots help to start the conversation going on the right note. How? Chatbots have proven in setting the standards by providing consistent brand standards during the first customer greetings, especially for those who are building brand image. When these services are rendered accordingly and beyond, this will create a snowball effect on the brand or service provider with exceptional customer service. Word-of-mouth marketing among your customers can be rest assured.
Hence the best when choosing an omnichannel powered chatbot is also with an integration of both.
💡Tips: ACE Chatbots and WhatsApp API bots. The best solution marries the best of both worlds : A customer support chatbot with live chat takeover. A seamless transition made possible with Generative Ai powered chatbots.
3. Benefits to Sales & Marketing – From 360 Omnichannel to Big Data.
“One of the many ways Big Data can be used to improve CSAT and CX is by integrating systems for a 360-degree view of the customer, allowing for cross-channel engagement and real-time personalization. Source by Blue Ocean”
Contact centres are harnessing the power of big data to monitor, measure, and enhance agent performance, gaining valuable insights from sources such as product transaction information, financial records, customer satisfaction surveys, call logs, voice recordings, and more. These metrics play a vital role in improving customer experience and engagement, making big data an essential tool for modern contact centres.
With an Omnichannel in place, it does not only leave your customer’s fulfilled and satisfied with the services rendered, the CRM integration also helps to enhance efficiency, reduce costs and to drive sales (Pre-sales queries, post-sales services, and cross selling). Whereas data collected from these interactions can be stored and studied by the Marketing team for a more informed hence building an effective strategic marketing campaign. Helping to plan ahead better.
💡Tips: Accordia’s contact centre capabilities integrates seamlessly with leading CRM providers, such as Zoho Desk, Freshworks, Zendesk , Salesforce, and more.
4. How far can the system expand?
For many businesses they have just scraped the surface of the wonderful benefits of going Cloud. It prepares for Business Continuity, i.e. the worst case scenario of a lock-down, not that we are hoping for. However, many businesses are more prudent after having gone through the “blip-years during Covid19 episodes”.
Cloud enables quick deployment with integration of third party systems in minutes. Your agents can work remotely from anywhere! A flexibility enjoyed both by employer and employee. Not forgetting the most crucial scalability and flexibility, either scale up or scale down at your pace.
3 V’s of Big Data: Volume, Velocity and Variety.
“Attention to data management, particularly in a climate of e-commerce and greater need for collaboration, can enable enterprises to achieve greater returns on their information assets”, explained Doug Laney of Gartner.
With Cloud deployment, it helps lay a strong foundation of integrating Big Data to Contact Centres for the future. Knowledge is power as they say, hence business owners should have all the information at their fingertips. An effective contact centre is when each interaction is monitored and auditable for standards and compliance.
💡Tips: Accordia provide two types of solution Cloud or On-Premise. Catering to what business owners needed at that that point-of-time.
5. Reliability – A reliable business partner where it supports you and the stakeholders who’re investing into the system.
“Coming together is a beginning, staying together is progress and working together is success. Quote by Henry Ford”
Choosing a reliable business partner is vital for the success of any business venture. A reliable business partner can help you share the responsibilities, risks, and rewards of running a business. They can also bring valuable skills, resources, and networks that complement yours.
So what do you need to look for in a reliable “Tech-Business Partner?”. You need to consider factors such as compatibility, trust, communication, vision, and values. However, we’re also discussing technology which you might not be familiar with. Hence even more so to ensure a good business partner, which should not only have a proven track record of success, but also share your passion, goals, and ethics.
💡Tips: Request for a quote of proposal by focusing on long term goals. Don’t focus on the short term investments. Seek advice on the scalability and cost of investment from 3 years, 5 years, 10 years, 20 years and beyond. Helping you plan tech-budgets ahead.
We at Accordia Global live, breathe, code, and create Customer Centric values platform! It’s after all our core passion, to continuously enhance ensuring better CX CRM Supports for all stakeholders, consumers/clients, and employees/agents alike. Are you ready to take-on 2024 CX challenges? Choose the right tech-partner for your Omnichannel deployment like Accordia Global.
