What is Omni Channel?
Omni Channel is a communication with customers in many ways such as email, SMS, Facebook, Line, Instagram, which Omni Channel will link different channels to be one by integrating those communication channels, both online and offline, the company integrates strategies by linking communication in each channel to be consistent and in the same direction, which is the current 4.0 CRM. Therefore, the company must have good customer data management. If it can be accessed anywhere and at any time, customer will be more convenient.
In addition, the company should have data analysis. Data collection and data analysis in a systematic way will give us access to all forms of communication which is able to facilitate all customers in their way of consumption and their age. Or saying that we makes accessible to all customer groups to help deliver products and services to their exact needs in order to create a good impression on customers.
Nowadays, companies are inclined to combine all contact methods to the Contact Center, such as via Mobile Application, Website, Instant Message, Email, or in Social Media due to the increasing demand of customers. One customer may have various contact channels so the company must manage and control the quality of the Contact Center to meet the needs of each individual customer to increase customer satisfaction.
In addition, the company should have data analysis. Data collection and data analysis in a systematic way will give us access to all forms of communication which is able to facilitate all customers in their way of consumption and their age. Or saying that we makes accessible to all customer groups to help deliver products and services to their exact needs in order to create a good impression on customers.
Nowadays, companies are inclined to combine all contact methods to the Contact Center, such as via Mobile Application, Website, Instant Message, Email, or in Social Media due to the increasing demand of customers. One customer may have various contact channels so the company must manage and control the quality of the Contact Center to meet the needs of each individual customer to increase customer satisfaction.