For an undeniably successful company with a large portfolio of loyal customers, it’s important to adopt an optimal customer strategy. The first step is to ensure easy contact, tailored to your customers’ habits and preferences. To achieve this, it is essential to opt for a combination of the different communication channels available, to ensure maximum convenience for both the customer and the company. To take full advantage of the omnichannel experience, we invite you to discover the concept of “media blending”.
Opt for omnichannel contact centre software
Combining the different communication channels can be highly beneficial for the company, which will save a considerable amount of time and be more efficient, particularly when it benefits from the performance of media blending.
Omnichannel contact centre software: principle and definition
Whatever the size of your business, managing inbound and outbound contacts can be a complex task. To ensure that no call goes unanswered, this type of tool is essential. This is an all-in-one platform, on which all communication channels are centralised: SMS, e-mails, web forms, telephone, social networks, etc.
With this type of platform, all your interactions with customers are centralised on a single interface, for unquestionable convenience. This enables your agents to use different channels simultaneously, in order to respond to customer needs in just a few clicks.
The benefits of omnichannel contact centre software
There’s no denying it, an omnichannel experience is one of the most interesting. In an age where the means of communication are diverse and varied, this requires a real sorting exercise on the part of your staff. By using a platform that brings all channels together, they save a considerable amount of time as all communications appear on the same screen. As a result, your teams are more productive every day, and can focus their attention on new tasks.
One of the key advantages of this platform is the ability to monitor activity precisely. Thanks to a comprehensive dashboard, you’ll be able to keep an eye on your performance and have all the information you need to improve it. By combining the different channels, you can guarantee customer satisfaction.
Media blending: an advantageous strategy
When it comes to managing communication channels, it’s worth paying attention to media blending. We’d like to give you a few details about this technique, and its advantages for the company that implements it.
In a few words, what we call “media blending” is the ability to switch from one means of communication to another with the greatest of ease. This allows you to handle different channels simultaneously for greater productivity (calls, SMS, e-mail, social networks, etc.), but also to respond to customers’ needs, whatever their habits. In short, it is a set of tools enabling contact centres to receive and share information via different channels.
Media blending enables your omnichannel contact centre software to facilitate exchanges between the company and its customers. The result is fluid, practical communication for agents, enabling them to manage flows efficiently.
