How To Design Smooth Customer Journey With Omnichannel Contact Center


Delivering impressive customer service is better said than done, yet organizations are leaving no stone unturned to provide a memorable customer experience by smoothening the customer journey for each individual. One bad experience can have a far-reaching impact on the brand image and hence, organizations cannot afford to compromise on service delivery. 

Providing seamless customer service becomes more challenging with the complexity of merging data from multiple channels and operational systems into a centralized system to give a single unified view of the entire customer journey.

Another challenge in managing multiple customer touch points across channels is when customers transition between channels. It’s common that a customer reaches out a brand via multiple channels like phone, email or chat for a single transaction. For customers, it’s a single conversation and they get irritated if they have to repeat everything and start from scratch at each interaction point. This might get more complex if multiple agents are interacting with the same customer for the same issue. So it becomes more crucial for brands than ever to manage the customer journey in true omnichannel way.

Implementing an omnichannel contact center solution can be the first step towards delivering 360 degree customer experience and ensuring a smooth customer journey. An omnichannel contact center software helps organization to achieve the followings:

Customer Journey Mapping

An intelligent omnichannel contact center solution maps the entire customer journey to get a complete view of your customer’s interactions and preserves the context of interactions throughout the conversation. It also unifies multiple related interactions into one conversation while maintaining the context of customer query. This improves the speed and quality of customer services delivered by the organization.

Leveraging Every Channel

The whole point of having an omnichannel contact center is to be where your prospects and customers are. Be it voice, email, video chat, Facebook, Twitter or WhatsApp – make it easy for your customers to reach you. Whether you are offering video chat support, or assisting the customers over a call or responding to a Facebook post, it is important to have consistent customer service experience. That can only happen when your agents are not only able to map the customer’s journey but, are also able to get a unified, 360-degree view of the customer.

Single Customer View

Organizations using the dynamic omnichannel contact center software track multple customer touchpoints across the journey with a single view of customer data and activities, and arm their agents to fetch customer information with one click while responding to customer queries. Single screen for all the customer related data helps agents to understand the context of customer issues better and enables the agent to deliver personalized service.

Automated Operations

When organizations implement the right omnichannel contact center solution, they can be rest assured of smartly automating operations to ensure continuous conversations across multiple channels. Firstly, organizations can ensure a quick resolution through smartly auto-routing incoming interactions from different channels to the right agent based on various criteria like agent’s skill, workload, customer category, priority or persona. Secondly, setting automation rules based on event and time-related triggers can help in automating an action like conversation assignment to an agent, send notification or email, etc.

Closing Thoughts

Customers appreciate brands that are responsive in their times of need. You do not want to purchase a product and then be stuck with it when something goes wrong, or when you need help troubleshooting. A customer’s journey does not end with the purchase, it goes beyond that. having an omnichannel contact center system that not only allows you to connect with your customers on various channels but also ties them all together is what you are looking for. Be it using Google’s Business Messages for customer support, or using video chat to humanize your customer interactions or providing order updates over an email – the goal should always be fast and effective customer experience.

Let us know what are the other issues you are facing in managing your omnichannel contact center to design smooth customer journey in the comment section below.