Digital acceleration brings with it multiple challenges for Customer Service , even more so for a Contact Center, which must facilitate multi-channel management. Innovative technologies such as Artificial Intelligence, Machine Learning, the cloud and data analysis are the solution to combat these challenges and optimize service and simplify the processes of a multi-channel Contact Center.

Omnichannel, personalization and hybrid management models must be the priorities of contact centers, to face the new era and to be more profitable. But how to enhance contacts and interactions with customers? In Artificial Intelligence we find the answer.

Challenges of a multichannel and omnichannel Contact Center
More and more customers decide to use multiple digital channels to contact their favorite brands. Consumers today are demanding and impatient, demanding fast, friendly and personalized service.

In this context, Customer Services are obliged to these consumer preferences and new digital channels. The focus of attention must be focused on enhancing the customer experience, providing a quality and, above all, efficient service .

For this reason, contact center interaction must be multichannel and omnichannel . However, resolving all queries in a personalized, fast and efficient way is not easy if we have outdated contact centers . Innovation in the sector makes Customer Service face some challenges, which will be decisive for the evolution of the sector and the growth of companies:

Offer availability in various communication channels
The use of different Customer Service channels is essential to connect with users in the channels they use regularly . Companies should be present in all channels or, at least, in the most important ones for their clients.

Traditional channels , although they continue to be used to a lesser extent, are not enough to respond to the new consumption habits of users. For this reason, activating new self-help digital channels is necessary to improve the customer experience.

Provide uninterrupted service
By being available on multiple channels, customers will be able to contact companies more easily. The side effect is that queries will increase and arrive at any time of the day, including after hours, on weekends, or at night.

Users do not take into account the business hours when trying to solve a problem or when writing a message with a query. The use of Chatbots with Artificial Intelligence allows companies to be available 24/7 and improve the average response time.

Manage an increasing volume of inquiries
Being available 24/7 and offering new contact channels will automatically trigger more conversations, calls and messages, which companies must know how to manage.

Maintaining an overview, extracting relevant data from each customer's history, and managing a large volume of inquiries is time-consuming and often impossible for an agent to do.

Immediate and real-time responses
Customers don't want to wait. More and more they value their time and when they contact Customer Service, the last thing they want is to spend too many minutes on hold to resolve their concerns.

Generate and deliver personalized conversations
Responses to customer inquiries must be personalized even if they are simple answers to repetitive and common questions. An important challenge is managing the recurring queries that come to the department, adding value and personalizing the service .

It's important to answer all questions accurately and have the right background information to connect the user to the right expert. The use of a Chatbot will allow you to easily manage the recurring questions that come to your department in a personalized and immediate way.

Improve the quality of service
In any process errors are possible. To correct them in time, it is important to identify the most common faults, thus avoiding customer dissatisfaction. Thanks to technology and Artificial Intelligence, processes can be automated to avoid these common mistakes and generate successful and valuable conversations.

The importance of omnichannel today in multichannel Contact Centers
The last PWC report carried out in 2018 revealed that more than 30% of users would move away from a brand after a bad experience in the service and 73% consider that the user experience is a transcendental factor in their decisions. shopping.

After the pandemic and the new normality, this data has increased and there are many people who say they would leave a company if it did not meet their customer service expectations.

But what does a negative experience imply? In summary, the lack of omnichannel is the first factor that affects an optimal experience. Other factors such as the speed of responses and depersonalization in the treatment during care are also determining factors.

Companies must establish Customer Service processes with a focus on omnichannel , in order to have the ability to manage communication with customers efficiently and in different channels. The goal should be to offer a consistent experience across physical, traditional and digital channels.

To ensure this, Contact Centers must ensure they have solutions that simplify management and tools that allow response automation in different contact channels . Only in this way can a Contact Center be multichannel and omnichannel, increasing agent productivity and the scope of the Customer Service department.

Conversational Artificial Intelligence generates an increase in response agility, promotes agent efficiency, allows centralized management, reduces costs, increases automation and optimizes query management. All these factors facilitate the development of omnichannel business models.

Technology to solve the challenges of multichannel Call Center
The challenges that a Contact Center must face today can be overcome thanks to the use of Artificial Intelligence and tools such as Chatbots with an automation layer.

In addition to implementing innovative solutions and empowering a Contact Center with tools that facilitate daily work, an AI Chatbot allows you to develop an omnichannel strategy, responding to the preferences of the most important users for your company.

Thanks to the integration of multiple channels such as web chat, WhatsApp or Social Networks , Contact Centers can offer quality, agile, personalized service and improve the customer experience. In addition, through Chatbots with supervised AI , your company can obtain great opportunities in a very short time:

Capture more and better leads.
Communicate with customers directly from social media profiles and messaging apps.
Provide personalized and instant information automatically.
Connect with CRMs and Help Desk software.
Qualify potential customers.
Increase eCommerce sales.
Provide answers to frequently asked questions.
Provide purchasing advice and detailed information on products and services.
Reduce the volume of telephone inquiries.
Reduce costs and improve customer service.
Automate simple query management.
Offer uninterrupted attention 24/7.

Scale your multichannel Contact Center and bet on omnichannel by implementing Chatbots with Artificial Intelligence , our omnichannel conversation automation solution.