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Consistency: The Key to Omnichannel Customer Service

How a Holistic Automation Solution Brings Customers Familiar Experiences

Today’s customers put up with a lot. As more support has moved away from brick-and-mortar settings and into digital environments, customers have had to learn how to get what they need in the most efficient way possible when it comes to customer service.

Oftentimes, this means navigating disjointed channels and antiquated technology to get a resolution only to have to re-route to an agent. Customers have grown accustomed to being passed from the automated menus of IVRs, to the self-service sections of websites, to threads of timed out messaging sessions.

According to Microsoft, 49% of consumers, on average, use three to five different communication channels to contact customer service (Source). But all this complexity has come at a cost. 

While 75% of consumers look forward to a consistent experience across multiple engagement channels–social media, mobile, online, in-person, or through the phone–73% will likely change brands if they don’t get it (Source).

In order to achieve true omnichannel excellence while relieving agents from spikes in demand, contact centers need consistent automation tools. Replicant’s Contact Center Automation solution finally delivers the kind of powerful simplicity that allows contact centers to unify their automation experience across every channel. For customers, it’s making service more intuitive than ever before, by evolving from siloed technologies to a comprehensive one:

Standalone Automation Solutions vs. Omnichannel Contact Center Automation 

Why Contact Centers Should Care

Gartner predicts that through 2022, 50% of large organizations will fail to unify engagement channels, resulting in continued disjointed and siloed customer experience that lacks context and one or more of the following customer expectations:

  • Channel consistency: Customers want their interactions handled effectively, regardless of the channel they choose.
  • Service continuity: Customers want their service interactions to be consistent and continuous, even if they switch channels midstream, or start, stop and restart a request.
  • Customer recognition: Customers expect service reps to have easy access to basic information about them, but also want adequate security around their accounts.
  • Relationship history: Customers expect service reps to recognize them, know their current relationship, purchases and acknowledge past interactions, length of relationship and loyalty.

With Replicant’s omnichannel Contact Center Automation, leaders can avoid the limitations of narrow solutions like chatbots and IVRs. They can finally promise fewer escalations and more user-friendly customer experiences and bring relief to agents amid hiring shortages and rising spikes in contact volumes.

Download the guide for more information on our omnichannel features.

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