Do you still live in the multi-channel world or do you already have an omni-channel strategy? Are you wondering what the difference is between them? In the multi-channel approach of recent years, customers have been provided with as many contact options as possible, whether telephone, chat, WhatsApp, email or Facebook. However,, each channel was managed separately, and many organisations created a network of one-way communications.
With omni-channel customer care, it doesn’t matter which channel a customer uses to contact an organisation, the customer experience is constantly seamless. Looking at current trends, only 36 percent of contact centers are capable of tracking a customer journey that spans across channels. If we lose customers in their journeys and their customer care experiences are fragmented, we risk customer loyalty and ultimately, customer churn.