3 Keys to Omnichannel Customer Experience Success
With advancements in handheld computers and 4G/5G networks, organizations can support communication, collaboration and customer service not only within the walls of their organization but also extend it to fleet vehicles and field agents.One example of this is when a customer needs to change the time of a service appointment on short notice. Rather than creating stress, uncertainty and delay in relaying this fact and requesting a resolution, putting the right infrastructure in place makes it easy to connect them with the employee in the field so together they can reschedule for a more convenient time.
Another is the empowering effect of equipping store-based employees—wherever they might be at any point in time—who might otherwise feel a sense of isolation from important data when trying to help a customer. With the right tools, they gain easy access to colleagues, product information and transaction processing, as well as a permanent lifeline to the entire organizational knowledge base.
Having a bank of shared knowledge is immensely valuable and can be nurtured through shared collaboration spaces. But employees must ultimately want to contribute their questions, insights and templates for success, which is why it’s so important to foster the right culture and “we’re all in this together” camaraderie.
Employees will be more likely to commit to share knowledge when they have a strong understanding of the value that other people’s shared knowledge brings them. Hence the ease of use of UCC tools is incredibly important, making it as simple and intuitive to deposit new data into the knowledge bank as it is to make a withdrawal—which boosts continual learning and improvement across the business.
Today’s advanced UCC tools, which allow anytime, anywhere, any device access to information and resources, are core to the successful execution of an omnichannel strategy, making organizations more accessible and more attractive to customers, and enabling their employees and associates to deliver a competitive edge.
By putting these three principles at the core of your omnichannel approach, you can leverage UCC to optimize both sides of the communications equation and underline a strong reputation for fantastic customer experiences.
