Deliver with Omnichannel Communication
Omnichannel communication provides an integrated customer experience across a range of channels including phone, mobile, desktop and in-person. Customers navigate with little effort from each touch point to make a purchase through the communication tool. Although the use of the omnichannel at contact centers has increased (8% in 2016 to 31% in 2019), many centers have yet to adopt it. If CX is dependent on how a brand is perceived, then a seamless user encounter can only improve the reputation and outcomes for business. In fact, businesses with channel engagement retained 89% of their customers. 2022 may be the year to optimize the omnichannel.
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