What is hosted call center software Omni channel? Advantages Disadvantages & Pitfalls

You've probably heard the term hosted call center software omni channel before, but what does it really mean? And how is it different from multi-channel software? In this article, you will read about the advantages, disadvantages or pitfalls and a step-by-step plan to implement your omni-channel strategy. pick up goods for work, customers' shopping needs, the communication channel is a multichannel application, an omnichannel application

Omni channel hosted call center software experience refers to a customer experience that is integrated, well-structured, and consistent across all possible channels used by the customer.

In other words, it means that no matter how customers interact with your brand (physical store, website, app, etc.), the experience is remarkably consistent.

The main thing is, omni-channel strategy taking the multi-channel experience one step further. both online and offline shopping experience

Hosted call center software

Hosted call center software is an application that is ready to use at any time, can be accessed anywhere by you.
The advantage is that you don't need to provide
a. IT Department specifically to provide it which generates opex every month.
b. Dedicated server investment, which raises a certain amount of investment funds.
c. Dedicated Internet access, which can generate additional opex every month.

Multi-channel apps vs omni-channel apps

So, what exactly is the difference between omni-channel and multi-channel applications?

With a multi-channel experience, customers can choose between multiple channels that are not directly aligned with each other. Companies decide for customers which channels best suit the customer experience.

Omni channel is software created so that in one dashboard the user can interact with various digital channels, so it is easy to operate without having to visit the channels one by one. On the other hand, it allows customers to use many different channels that are well coordinated. Here, customers decide what channels to use. They revolve around the customer and therefore, they can choose their preferences.

The idea of ​​omni-channel retail is that the customer is at the center and can choose the channels and media they want to use. This is true in B2C as well as in B2B.

All information about the product is the same across channels: whether in a physical store, online store, app or ad. Customers have the possibility to pick up the product in the store, order it in store, or have it delivered to their home. Returns and payment options should also be the same everywhere.

Ultimately, customers should be able to visit any channel (or channels) and the information and experience should be seamless and consistent.

Because multi-channel and omni-channel are so similar, it can be a little unclear what the differences are. To emphasize the differences between the two, let's look at examples of each.

Multi-channel example

A customer wants to buy trousers online and uses an app on their phone to browse the online store. They decide they want additional information, so they go to the website. However, the prices on the website are different than on the app.

Another example: if a customer decides to go to a physical store, the same price as in the app is offered. However, if they want to return the pants, the conditions are different from those on the application.

Example of Omni channel

Customers who want to buy trousers see ads on Facebook for them. They click on the ad and end up in the online store.

Customers can immediately say whether they want to pick up the pants in store or have them delivered to their home. Return options are also immediately indicated. Through the chat function in the app, they can ask questions about the product and find the same information again.

The bottom line is that customers should have very seamless interactions with your physical and online stores, because the same information is displayed everywhere.

Today, customers no longer look at channels or media, but they look at the brands or companies they engage with. All (social) media channels overlap so much that consumers no longer differentiate between different channels. As a shop owner, this is what you should aim for.

The advantages of omni channel

It takes a lot of time and effort to set up an omni-channel experience, but is it worth it? The following are some of the advantages of an omni channel strategy.

Higher customer satisfaction

If the right channels are used for the right target groups, consumers can use the channels they prefer. Additionally, your brand's physical and online presence gives your company a “face” and creates consumer trust.

This gives customers a deeper connection with the brand and hence ensures that customers remain loyal to your store. Keeping existing customers is always easier and cheaper (and therefore, more efficient!) than attracting new customers.

Companies with a strong omni-channel strategy retain an average of 89% of their customers. The average customer retention rate is 39%, so this is a significant improvement.

A survey by Accenture shows that 75% of B2B customers will make a follow-up purchase from the same provider if it performs well on omni-channel.

Saving time

Customers can go to a physical store with products they purchased online and also return them there. In many cases, this saves time for customers, who do not have to wait for new products.

This flexibility will increase customer satisfaction and can also help increase sales as foot traffic to your physical store increases.

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Conversions increase

Because product information is displayed across multiple channels, consumers are more likely to actually purchase the product. This gives customers a certain sense of trust as each channel can be used.

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Loss from omni-channel or the trap

To give you a clear picture of omni channel strategy, we should also look at some of its drawbacks or pitfalls that you should take into account if you are considering implementing this strategy in your company.

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Cell phone threats

Mobile phones are still often seen as a threat to shop owners. Many users use cell phones to do windows shopping, which means that customers will view products in physical stores and then search for them online to perhaps find them at a lower price.

This can damage your physical store. Try to reverse this mobile trend so that it becomes a positive medium for you. For example, you can add QR codes to shelves and shop windows. This way, these shoppers are sent directly to your website and don't end up “somewhere else” standing in the middle of your store.

Change the organizational structure

Implementing an omni-channel strategy means you have to make some changes in your organizational structure.

Most companies have separate traditional marketing departments and online marketing departments. Likewise, your mobile support may come from the development department rather than the customer support team.

Working this way within your company is difficult if you want to implement an omni-channel retail strategy.

It often happens that these departments work separately from each other and therefore the different channels are independent (this would be a multi-channel experience and not an omni-channel one).

A better solution is to have a branding team that handles all offline and online branding and positioning.

Additionally, there should be a sales team responsible for the customer journey and coordination of different channels. The disadvantage is that you have to make room for it and invest time and money in it.

Starting with omni-channel

Now that you know the essentials about omni-channel retail, all you have to do is get started!

But how do you do it? We'll show you how to do this in a few steps.

#1 Set goals

Implementing an omni-channel strategy can't be done overnight, so set small goals. Make these goals specific and measurable so you can always see how close you are to achieving the end goal.

#2 Know your customers

Omni-channel retail only works so well when you know who to focus on. Find out who your target group is and where they are located.

Create customer personas to help you. Once you really know who your customers are, you can make the customer journey more personalized and customer-oriented.

#3 Map your customer journey.

Now that you know who your potential customers are, it's important to map out the customer journey.

Some questions to ask yourself during this journey are:

· What route do consumers take before they buy something from your store?

· And what channels do they use to do it? Is the journey too long or confusing?

· Are buyers canceling their orders more frequently on one particular page?

#4 Setting up and using channels

Determine which channels you want to implement and organize them in such a way that they appeal to the target group. Ideally, all your channels will be optimized by the end. The key is to prioritize.

For example, if your target group is young, prioritize your Instagram shop (if you have one).

#5 Optimize and develop

Now that everything is up and running, it's important to continue measuring and developing the results. You have to follow the market and make sure you stay up-to-date.

Some quick tips for implementing omni-channel into your brick-and-mortar store:
#1 – QR codes on shelves and shop windows
#2 – Virtual store in a physical location
#3 – Mobile apps
#4 – Display quality alerts and ratings on all channels

The omni-channel trap

Now that you know what omni-channel is and how to get started with your online store, it's important to know some of the pitfalls before you start implementing your new strategy. Take the time to set up each relevant channel properly, so you get the best results.

· Don't forget to make every channel mobile responsive. Today, mobile phones play an important role in the world of e-commerce and you don't want to be left behind.

· Don't focus on all existing channels. Many companies think it's good to be available on as many channels as possible. However, this is not the case. Find out where your potential customers are and focus on the channels that matter to them.

· If you have a physical store alongside your online store, there is a danger that the offline experience will be overlooked. Keep in mind that your physical store is also part of omni-channel retail.

Conclusion

In an era where the offline and online worlds are merging, customers are looking for experiences where these two worlds work seamlessly together. The omni-channel experience offers customers a smooth and personalized experience that ensures more customer loyalty and higher conversions.

While it may take a lot of time and effort to make your brand truly omni-channel, it is definitely worth it.