Three Benefits of Omni-Channel Contact Center that You Should Know A la Accordia
Jakarta, June 2023 – As businesses look to digitalise their operations, customer service is an important area that will also be undergoing transformation. Often, an omni-channel approach is considered to improve customer interactions, and mine better customer insights for business growth and as a competitive differentiator.
Indonesia has a large and growing consumer market, driven by a growing middle class, urbanization, and increasing disposable income. Consumer preferences have been evolving, with a greater demand for quality products and services. Thus, the demand has increased for better engagement, personalization, and service as customers want to be heard and valued.
According to CX Trends 2023, 71 percent of customers expect immediate assistance when they contact a business. However, providing 24/7 support can be costly and integrating all customers’ communications into a single platform, including customer care, experience, and satisfaction – often becomes a challenge for local businesses looking to upgrade their systems and workforce.
Regional Director of Accordia Solution, Bernard Yeong says, “Customer behavior is constantly evolving. As such, businesses need a robust and dynamic omni-channel customer service solution that is customer-centric. This will help the business to pivot quickly, gain a better understanding of their customers’ preferences, behaviors, and expectations to foster stronger client loyalty and advocacy. Even though the idea of omni-channel customer service is simple, it is one that many companies struggle with. Companies often make common mistakes, such as lack of coordination, focusing on technology over strategy, having incomplete data, lack of training and education, and not measuring the success rate that can lead to failure.”
Partnering with a trusted contact center solutions provider, like Accordia can make the implementation process much easier, removing much of the complexities and ensuring the right modules are deployed at the right time.
The beauty of an omni-channel solution is that it can be deployed either in the cloud, where it is hosted and maintained on a subscription basis by a cloud contact center solution, or either, where it is completely owned and run. With the support of Accordia’s integrated cloud and technologies, businesses can streamline their customer service operations which will ultimately improve operations and boost revenue.
As a leading omni-channel Cloud Contact Center solution, Accordia is at the forefront of customer experience providing a strong focus on strategic customer engagement, innovation, and reliable cloud solutions to small and medium enterprises. The company offers a range of solutions that integrate different channels of communication, including Voice, Chat, Desk, and Social. In addition, Accordia’s solution is scalable and cost-effective making it an attractive option to businesses serving a wide variety of customers and customer engagement capabilities across multiple touchpoints.
Today, 80 percent of Accordia’s customer inquiries are all about omni-channel. Various industries, including e-commerce, fast-moving consumer goods (FMCG), financial institutions, internet service providers, airlines, and the public sector are embracing this trend, with customers seeking chatbots that can integrate with social channels.
The following indicate some of the more significant benefits:
1.Elevate your business with enhanced Customer Satisfaction, Loyalty, Reputation, and Sales.
Customers are more likely to be satisfied with your service and may become more loyal to your business if the company delivers a seamless, consistent customer experience across all channels, which also can help to build trust and credibility. This is proven by a study by Aberdeen Group Inc, where they managed to retain 89 percent of their customers with a strong omni-channel customer strategy.
On average, Accordia’s solutions have contributed in increasing 25 percent of partners’ sales and gained more than 80 percent satisfactory rate. Accordia helped a telecommunications company achieve significant benefits by enabling self-service requests, resulting in reduced call volumes and a higher Customer Satisfaction Score (CSAT) rating.
2. Enhance Customer Data
Businesses can gain useful information to identify common pain points and gain real-time insights into customer interactions through omni-channel customer service. Customers can view easily from a dashboard that presents intelligence insights and available metrics in accordance with the Service Level Agreement (SLA) best practices. This data-driven interface and reporting tools enable management leaders to make smarter business decisions, increase productivity and can be utilized to target specific customers with marketing campaigns. The system that Accordia has is simpler and it enables customers to enhance their customer data from the system.
This is proven by one of Accordia’s clients from the automotive industry as Accordia provides IVR CSAT to obtain real-time data and help expand customer base and gain greater customer insights.
3. Reduce Cost
Although the implementation of an omni-channel customer service strategy might call for an initial investment in technology and maintenance, it has the potential to reduce costs over time by boosting productivity and facilitating better resource allocation. Digital transformation is a journey, not a destination. Businesses can pursue a single technology enhancement such as Chatbot or tap into a Cloud subscription model that is more affordable compared to an upgrade on the entire digital infrastructure.
In order to cater any business size needs, Accordia offers customized value for money solutions. Accordia has supported one of its clients in the health sector by providing cost effective and reliable contact center solutions that enable the sales and marketing teams to operate more efficiently with the ability to promote relevant services to their customers.
Bernard adds, “The first thing that companies should do when implementing omni-channel customer service is to understand their customer, provide a dependable customer experience, invest in the right technology, train the employees, measure, and maintain improvement.
By leveraging our deep expertise and proven processes in designing, deploying and managing contact centers, we can support companies in developing the strategy required to deliver superior customer experiences across all channels.”
Accordia is supported by the Malaysian Research Accelerator for Technology and Innovation (MRANTI) – a government agency under the Ministry of Science, Technology, and Innovation.
To find out how Accordia can help your business to elevate the customer service, click here ACCORDIA SOLUTIONS for more information.
