Contact center

Omni channel: all channels are important to the user

9 comments

13 January 2015 at 10:00, by

Omnichannel, Google Plus.

Omnichannel, Google Plus.

Quick, uninterrupted experiences available on any device. Anyway is acceptable when a traveller wants to contact a company; from phone calls to social media, not forgetting mobile applications.

In this setting, neither time nor space should control communications, as interactivity is ever more present in the contact centre world. They are now much more complete and accessible than they were years ago.

Eye for Travel provides five suggestions with the aim of Omni channel becoming a reality and not just a rather large word.

1)   It is an attitude. Being an Omni channel company is a strategic decision that involves the whole organization. To bring about the change, it is indispensable to work as a team.

2)  Constant investigation. Referring to the continual analysis of clients’ habits, to find out which behaviour repeats itself the most. It also allows companies to react quickly to new trends and dynamics.

3)    Web analytics. The practical application of the previous point. Extract, organize and understand all the information with the aim of determining, for example, what sales channels achieve the most bookings for an establishment.

4)   Market segmentation. This is a key point as it enables one to know the different market niches in depth. That way, promotion campaigns don’t just sell what a hotel wants, but specific offers for specific publics. For example: exclusive discounts for millennials (youngsters between 18 and 35 with high spending power).

5)    Digital platforms that include everything. The digital concept covers everything that has an online presence, mobile devices and the latest technologies, such as wearables. For this reason, this specialist publication, champions the creation of a system that can handle all the client’s petitions together.

Along the same lines, Business2community sums up the profile of an Omni channel user and highlights four kinds of behaviour that characterize these consumers:

  – They avoid repeating themselves. That is to say, they don’t want to put their problem or complaint to different agents in different departments, rather they expect that one explanation to be enough to find the solution. This means that communication between departments needs to be fluid so the client doesn’t have to keep repeating the same story. If not, they will get irritable and become less receptive.

-They don’t like waiting. What they value the most is immediacy. Having to hold for endless periods listening to repetitive music while waiting to be dealt with will have a very negative impact on their experience.

–  They flee from anonymity. Omni channel users don’t want to be just an incident number, rather they want to feel that they are being heard. This is where personalization comes into play again. It is essential that the operator who deals with them knows the clients past with the company. They are real people with real stories.

- They prefer to not notice changes between devices. They expect their experience to be part of a whole, with one answer and unified criteria, no matter what channel they use; power to uniformity.

The Idiso Contact Center guarantees client satisfaction. It has more than 15 years’ experience in the sector and will deal with your hotel guests quickly and efficiently. This is proved by its recent award, the golden CRC to the best Tourist Contact Center, for the second-year running.

 

Idiso Digital

Idiso Digital

Marketing & Distribution Services

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