The use of an omnichannel solution in the financial sector can bring benefits to the various actors in the process:
Customer: with a continuous journey, without interruptions and noise of any other nature, the customer tends to have a positive experience with your company. This closer relationship tends to increase their satisfaction and, consequently, the value of your brand.
Contact center attendant: omnichannel improves the productivity of human agents, as they will be able to optimize their time, since some processes will be automated. With more dynamic tools that reveal history, data and information in real time, it is possible to improve customer service. This way, your company will be able to train this employee for other opportunities.
So, do you want to change the way your customers see your brand and improve your employees’ routine?
Invest in technological possibilities in your omnichannel financial strategy and be surprised by the value that these instruments will bring to your business.
It is likely that your company is already multichannel, with several customer service points, such as customer service, SMS, email, chat, and social media.
An omnichannel strategy in finance, however, will brazil whatsapp data bring continuity throughout all interactions with the customer, throughout their journey.
Omnichannel is completely focused on the customer. And, to serve them in the most complete way possible, this strategy will ensure that your business has all channels integrated, so that the customer has a satisfactory experience.
This expands the possibilities for interaction, such as the sale of solutions, products and services, in addition to marketing actions, which allows for more personalized service according to the specific demands of customers.
On the other hand, multichannel – which might be the case for your contact center, right? – focuses more on the products and services your organization offers.
It is a way of identifying, for example, the customer's preferred point of contact, with the aim of trying to interact from the channel they prefer.
In this case, the company's channels (telephone, social media, customer service, email, chat, etc.) do not interact with each other. Each channel, in fact, has a different strategy.
Therefore, your customer will likely become irritated with your company, as they will have to explain the same information every time they decide to change the contact channel, since the information is not connected.
You know that your customer expects an increasingly integrated experience, right?
Not having omnichannel interaction in companies in the financial segment means offering a fragmented experience to your customer, which rarely results in a positive perception.
Discover Tactium OMNI and never again put off the customer you can serve now.